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A selection of questions and answers from the Call Centre Helper and Call Centre Voice communities.
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Maximum Number of Attempts
Holiday Allowance – How Many Off?
Simple Way to Measure Productivity In Admin Dept
Best Practice Email Service Level Calculation
Call Centre Agent Titles and “Ranks”
Cost Per Contact
Industry Standard for DMC Rate
Call Centre vs Switchboard
When’s the Best Time to Ring A Call Centre?
Percentage Calls Answered
Calls At End of Shift
Short Calls
Workforce Management Best Practice
Call Evaluation Criteria
Grade of Service Formulas
Calculation to Forecast Abandoned Rates (or Call Handled / Capacity)
How and Where to Find the Prospective Clients
How Do You Measure Live Chat Concurrency?
Assessment for Call Center Managers
How Do I Calculate Compliance
Non Voice Quality Monitoring
How to Calculate Concurrency AHT
DPA – When Does It Apply?
Is There A Link Between Average Speed of Answer and Service Level?
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How to Develop Empathy as a Skill in Your Frontline Teams
Tackle the 3 A’s – Absence, Agent Burnout, and Attrition
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21 Tips to Make Your Customers Feel Truly Valued
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eBook: 5 Ways Conversational AI Can Support Contact Centre Automation
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Delivering Exceptional Experiences in the Real World
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