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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 | |
|---|---|---|---|---|---|
| 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 |
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