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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 | |
|---|---|---|---|---|---|
| Assessment Test for Resource Planning Analyst | 2 days ago | jamesrollins | 18th Feb '19 | 1 | |
| CMC Supervisor - RC18 | 6 days ago | BrunoBusch | 13th Feb '19 | 2 | |
| transferring calls between ACD | 6 days ago | DawidZubicki | 15th Feb '19 | 1 | |
| Interval accuracy | 6 days ago | PaulJones | 12th Feb '19 | 4 | |
| Testing Occupancy in The Cap Plan | 7 days ago | MarkGodding | 14th Feb '19 | 1 | |
| Aspect eWFM | 1 week ago | Mike | 13th Aug '03 | 19 | |
| Quality Monitoring Forms | 1 week ago | thornden4 | 6th Jul '11 | 44 | |
| Call Centre Games | 1 week ago | DionneMorgan | 12th Feb '19 | 1 | |
| Workforce Manager Annual Goals | 1 week ago | HarryMarkhorst | 12th Feb '19 | 0 | |
| Using Erlang for long AHT | 1 week ago | TerryIrons | 6th Feb '19 | 1 | |
| BSI Customer Service kite mark | 1 week ago | GaryKinsella | 7th Feb '19 | 1 | |
| Agent Utilization | 1 week ago | KerwinLeFrere | 12th Mar '18 | 3 | |
| Customer Experience | 1 week ago | LynnDavis | 12th Feb '19 | 1 | |
| Where might I find large Contact Centre RFPs? | 1 week ago | JacobBE | 11th Feb '19 | 1 | |
| ACW definitions | 1 week ago | RafaelPlowden | 11th Feb '19 | 0 | |
| MIS influences | 2 weeks ago | ThabisoMakhubu | 8th Feb '19 | 1 | |
| need erlang c calculator with 16hour option on it | 2 weeks ago | Nick | 7th Feb '19 | 1 | |
| Extremely Irate and inconsolable | 2 weeks ago | KittyCee | 9th Feb '19 | 1 | |
| Call Center FTE based on Calls Per month | 2 weeks ago | VenitaCraig | 5th Dec '17 | 3 | |
| AVAYA CMS Supervisor Agent Group Reports | 2 weeks ago | David | 7th Feb '08 | 11 | |
| Wrap time between calls | 2 weeks ago | GrahamS | 23rd Apr '12 | 7 | |
| Double Ding for Tardy | 3 weeks ago | BrianFox | 29th Jan '19 | 2 | |
| Agent knowledge | 3 weeks ago | JamieS | 29th Jan '19 | 1 | |
| Avaya CMS Designer Report - List of dialed numbers by agent | 3 weeks ago | Mark | 17th Jan '17 | 3 | |
| training cost due to turnover | 3 weeks ago | T.Dune | 29th Jan '19 | 2 | |
Most Viewed Topics
| Topic | Posts | Views |
|---|---|---|
| How to calculate the number of agents required | 29 | 174610 |
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| How do you deal with Call Escalation? | 6 | 42563 |
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| Actual Required FTE Calculation | 20 | 24587 |
| AHT Glide Path (Learning curve) calculation | 3 | 17850 |
| How to get first client? | 10 | 17553 |
| Quality Monitoring Forms | 45 | 17390 |
| Formula to calculate the call resolution | 7 | 17360 |
| I need a good name for a new Contact Centre | 7 | 17138 |
| Key metrics to include in the SOW when hiring a 3rd Party Call Centre | 3 | 16641 |
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| FTE Calculation Question | 17 | 14937 |
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| Acceptable Waiting Time? | 16 | 14431 |
| Utilization calculation | 16 | 13508 |
| FTE Calculations | 15 | 13237 |
| Staffing Calculator for Email queues | 15 | 11203 |
| Grade of Service Formulas | 3 | 11147 |
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