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 | |
|---|---|---|---|---|---|
| 24/7 operation. how many agents and which shifts to offer | 6 hours ago | HadiHamid | 19th Sep '17 | 1 | |
| forecasting and Resources | 6 hours ago | Prudence ThandiweNdlovu | 20th Sep '17 | 1 | |
| Call Centre Helper Erlang Calculator and Forecasting | 10 hours ago | applebyd | 19th Sep '17 | 1 | |
| Music on hold | 12 hours ago | JontyPearce | 19th Nov '10 | 11 | |
| Recording Card Payments | 1 day ago | SamanthaHiggs | 18th Sep '17 | 2 | |
| Resource and Planning Analyst Interview | 1 day ago | RobertWatkins | 13th Sep '17 | 2 | |
| What SEO strategy is used for call centres? | 2 days ago | BobRidley | 18th Sep '17 | 0 | |
| Data on Internal Call Transfers on CMS | 2 days ago | SarahJones | 18th Sep '17 | 2 | |
| Do you use Confluence for Knowledge Management | 2 days ago | samjefferies | 18th Sep '17 | 1 | |
| Data Protection conundrum | 4 days ago | Closed | 20th Jul '06 | 3 | |
| Online Retailer Call Centre- confirming vs disclosing | 5 days ago | RyanMahon | 14th Sep '17 | 1 | |
| AHT Glide Path (Learning curve) calculation | 5 days ago | LuisRodriguez | 14th Sep '17 | 1 | |
| Aspect eWFM | 6 days ago | Mike | 13th Aug '03 | 16 | |
| What do you call your "Quality Assurance" team? | 6 days ago | MikeRose | 11th Sep '17 | 3 | |
| Lack of experience led to some problems. | 1 week ago | ConorConor | 9th Sep '17 | 1 | |
| Reduce call | 1 week ago | LeangKD | 8th Sep '17 | 1 | |
| FTE Calculation for Chat | 1 week ago | FloydFernandez | 10th Sep '17 | 1 | |
| Strategies for dealing with massive call peaks on one day | 2 weeks ago | DannyA | 5th Sep '17 | 2 | |
| Promoting customer satisfaction surveys | 2 weeks ago | ChrisStanney | 6th Sep '17 | 1 | |
| Per Interval Reporting | 2 weeks ago | BI&A | 4th Sep '17 | 1 | |
Most Viewed Topics
| Topic | Posts | Views |
|---|---|---|
| How to calculate the number of agents required | 28 | 119267 |
| At what point are you allowed to hang up on a caller? | 28 | 40444 |
| Games ideas for an Office Olympic themed incentive | 4 | 40049 |
| how do you deal with call escalation? | 6 | 35469 |
| What should we call our front line call centre staff? | 17 | 26878 |
| Formula to calculate the call resolution | 3 | 14721 |
| I need a good name for a new Contact Centre | 7 | 14623 |
| Regulations on outbound calling times | 2 | 13086 |
| Quality Monitoring Forms | 43 | 11582 |
| Forecasting Service Levels in absence of WFM | 13 | 10785 |
| What makes an outbound sales agent?? | 6 | 10131 |
| FTE Calculation Question | 13 | 9808 |
| Call evaluation criteria | 3 | 9308 |
| grade of service formulas | 3 | 8789 |
| to determine FTE requirements | 6 | 8227 |
| Call Flow Design Best Practice | 4 | 8061 |
| How to answer "Why should we hire you?" in interview? | 4 | 8002 |
| Actual Required FTE Calculation | 6 | 7820 |
| Use of full names | 14 | 7542 |
| Cost per contact | 5 | 7508 |
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