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Call Centre Questions

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How Do You Choose Which Calls to Score?

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What Are the Most Common Challenges in Contact Centre Management?

SLA - Service Level Agreement acronym

Is Your Service Level Different for VIP Clients?

Eight wooden blocks with "LIFESPAN", a clock, and a sandglass.

What Is the Average Lifespan of a Call Centre Agent?

Internal communications words and arrows connected figures.

Best Practices for an Impactful Internal Communications Strategy

lady on phone

What to Do if a Caller Asks You to Call Them Back on a Different Number

live chat signs

How to Handle Multiple Chat Conversations Effectively

late watch

Managing Lateness Within a Contact Centre

red bow gift card

Initiatives to Increase Productivity

coloured deck chairs

Annual Leave and Capacity

training metric

Metrics for Training Agents

measuring tape

How Do You Measure the Productivity of QA Auditors?

balance comparison

How Do You Compare Productivity Across Channels?

figures on percentage key

How Do You Reduce Attrition Rates in Your Contact Centre?

coach sports

What Is the Best Way to Coach a Phone Call?

abstract numbers

What Is the Right Figure for Contact Centre Occupancy?

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What Is the Difference Between Customer Experience and Customer Service?

fte definition

What Exactly is FTE?

Staffing Calculations for Emails

Staffing Calculator for Email Queues

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Games Ideas for An Office Olympic Themed Incentive

requirement word on puzzle piece

How to Calculate FTE Requirements Based on Volume

Concurrency in Chat

What is the Formula for Concurrency In Chat Support?

Arrows aims at a dartboard target.

Interview Question: Do You Have Experience Working Towards Targets and KPIs

different coloured figures

Difference Between Occupancy and Utilization