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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 | |
|---|---|---|---|---|---|
| Forecasting staff demand with different queue SLA | 1 hour ago | subfuze | 22nd Oct '18 | 2 | |
| Knowledge Champion | 3 hours ago | Jschafer | 22nd Oct '18 | 0 | |
| Long Term Forcasting | 6 hours ago | S R C Analyst | 22nd Oct '18 | 1 | |
| Reports in a call/contact center | 12 hours ago | ZukiMancotywa | 21st Oct '18 | 1 | |
| VSF | 13 hours ago | IbrahimOmar | 21st Oct '18 | 1 | |
| Emergency plan | 4 days ago | miekeschutters | 18th Oct '18 | 1 | |
| Resource Department requirements - Ratio of Planners to Agents | 5 days ago | donnathomson | 16th Oct '18 | 2 | |
| Resource Planning - Staff Req (erlang calc) Multiple Queues | 6 days ago | RobertHolden | 16th Oct '18 | 1 | |
| Is a centralised complaints process/ team a good idea? | 6 days ago | CarlWolstenholme | 17th Oct '18 | 1 | |
| Quality Assessments | 6 days ago | EmmaJames | 17th Oct '18 | 1 | |
| Calls Handled vs Calls Presented | 6 days ago | JasonHarris | 16th Oct '18 | 1 | |
| Converting Weekly FTE Impact to Monthly | 6 days ago | JoannaSmart | 16th Oct '18 | 1 | |
| Whatsapp voice channels | 6 days ago | Tarek Smith | 16th Oct '18 | 1 | |
| Outlook Reporting | 1 week ago | LauraMcGilley | 15th Oct '18 | 1 | |
| AHT Glide Path (Learning curve) calculation | 1 week ago | LuisRodriguez | 14th Sep '17 | 2 | |
| Shift bidding alternatives | 2 weeks ago | SherriGordon | 3rd Oct '18 | 1 | |
| Does anyone have a example of a back office capacity plan | 2 weeks ago | Bozlul Shah | 9th Oct '18 | 1 | |
| Social Media Reporting | 2 weeks ago | MichelleNoyes | 9th Oct '18 | 1 | |
| Aspect WFM version 18.0 - Employee Data Centrer | 2 weeks ago | TaraBest | 9th Oct '18 | 1 | |
| What is the best wording to end an abusive phone call? | 2 weeks ago | Mandy O'Donnell | 10th Oct '18 | 1 | |
| Daily Dashboard Reporting | 2 weeks ago | HarryMarkhorst | 10th Oct '18 | 1 | |
| Forecast Average Speed of Answer | 2 weeks ago | VMartin | 1st Sep '17 | 5 | |
| At what point are you allowed to hang up on a caller? | 2 weeks ago | JoR | 27th Jan '11 | 31 | |
| Customer Service Account Notes Template | 3 weeks ago | RohitGoyal | 3rd Oct '18 | 1 | |
| AVAYA CMS Reporting | 3 weeks ago | Anon | 30th Dec '14 | 4 | |
Most Viewed Topics
| Topic | Posts | Views |
|---|---|---|
| How to calculate the number of agents required | 28 | 162035 |
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| how do you deal with call escalation? | 6 | 40627 |
| What should we call our front line call centre staff? | 17 | 29106 |
| Actual Required FTE Calculation | 16 | 19864 |
| AHT Glide Path (Learning curve) calculation | 3 | 17528 |
| Formula to calculate the call resolution | 7 | 16996 |
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| Grade of Service Formulas | 3 | 10657 |
| Call evaluation criteria | 3 | 10538 |
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