Community Forum

Welcome to the new Call Centre Helper Community!

We have integrated all our community sections into one - This includes our Call Centre Helper Forum, the Call Centre Helper Questions and Answers, along with CallCentreVoice.

Recently Active Topics

Topic Last Updated Started by Started on Replies
Process For Head Of Quality 3 hours ago LynetteMoodley 20th Apr '19 0
Six of the Best Games for your Contact Centre 1 day ago ChrisPeugh 19th Apr '19 0
Verint VS NICE IEX 2 days ago BrianChartier 18th Apr '19 0
Digging out of backlog without impacting Service Level 2 days ago MatKornhoff 18th Apr '19 0
Contact Center/Customer Service Awards 3 days ago DarcyLindner 17th Apr '19 0
Screen capture software 4 days ago PeterWood 15th Apr '19 1
Removing AHT Completely 4 days ago MichaelCope 13th Apr '19 1
Capital Index Asking For 3rd Party information 5 days ago shyamprasad 14th Apr '19 1
How to calculate HC using Erlang calculator when 1 agent handle 2~3 chats at the same time. 1 week ago GINSEOYOU 12th Apr '19 1
Cell Phone Policies: Remote Workers 1 week ago PatiencePresnell 10th Apr '19 1
How to have agents handle angry customers? 1 week ago CorieBrice 11th Apr '19 1
How to calculate occupancy on back office 1 week ago JohnParker 9th Apr '19 1
FTE required 1 week ago SmiritiSaxena 30th Mar '19 2
FTE for an outbound service. 1 week ago AlecsAndru 8th Apr '19 1
Looking for an affordable WFM software while changing our phone system 1 week ago SebastienNadeau 9th Apr '19 1
Weekly FTE / Cap Plan / Reduced Op Hours 2 weeks ago LeishaCarter 6th Apr '19 3
FTE Calculation at a monthly 2 weeks ago PatriceSylvain 13th Sep '18 10
Split/Skill Summary Interval 2 weeks ago KimBeczkala 2nd Apr '19 1
Setting a Split/Skill Summary Daily to display multiple skills 2 weeks ago KevinShields 2nd Apr '19 1
Call Center set up implementation plan template in Microsoft Project format 3 weeks ago JonathanJackson 3rd Apr '19 1
Outbound RPC (Right Party Contact) 3 weeks ago Dan 27th Jan '11 7
Top 100 Largest Contact Centers in US 3 weeks ago BobPatterson 2nd Apr '19 1
Impact of adding Chat services to the service desk 3 weeks ago TeyWiseman 28th Mar '19 1
How is agent occupancy rate calculated 3 weeks ago VickiLisle 28th Mar '19 2
Where to start? 3 weeks ago mariaC 20th Dec '18 2
 

Most Viewed Topics

Topic Posts Views
How to calculate the number of agents required 30 179244
Games ideas for an Office Olympic themed incentive 5 45380
How do you deal with Call Escalation? 6 43262
What should we call our front line call centre staff? 17 29579
Actual Required FTE Calculation 20 26897
Key metrics to include in the SOW when hiring a 3rd Party Call Centre 3 20415
How to get first client? 9 18800
AHT Glide Path (Learning curve) calculation 3 18000
Quality Monitoring Forms 45 17666
Formula to calculate the call resolution 7 17513
I need a good name for a new Contact Centre 7 17243
Regulations on outbound calling times 2 16715
FTE Calculation Question 17 15310
Dress code 25 15095
Acceptable Waiting Time? 16 14994
Utilization calculation 16 14905
Forecasting Service Levels in absence of WFM 13 14756
FTE Calculations 15 14403
Staffing Calculator for Email queues 15 11693
Difference between Occupancy and Utilization 3 11561