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 | |
|---|---|---|---|---|---|
| Extreme Spike in Call Volume | 1 day ago | ScottHanes | 13th Apr '21 | 1 | |
| Erlang Calculator - Calls across the week distribution | 2 days ago | AngelaRosado | 13th Apr '21 | 0 | |
| How many chats where a customer starts it and then doesn't say anything is 'normal'? | 2 days ago | TaniaGammon | 13th Apr '21 | 0 | |
| Cold Calling Charity Center Raising Funds | 2 days ago | Karen McClay | 12th Apr '21 | 0 | |
| Does anyone have a way of deflecting queuing calls to the web without it increasing their abn% | 2 days ago | NeilDavis | 12th Apr '21 | 0 | |
| Email Delivery and Survey Scores | 1 week ago | MartinSowers | 5th Apr '21 | 2 | |
| Avaya CMS - How to Find Min/Max Call Lengths? | 1 week ago | JohnSmith | 3rd Apr '21 | 1 | |
| Workforce Management interview | 2 weeks ago | zhijiezhang | 30th Mar '21 | 1 | |
| How do you deal with Call Escalation? | 3 weeks ago | Anthony | 27th Apr '10 | 8 | |
| AHT Glide Path (Learning curve) calculation | 3 weeks ago | LuisRodriguez | 14th Sep '17 | 3 | |
| Workforce Management | 3 weeks ago | MiteshShah | 9th Mar '21 | 1 | |
| WFM scheduling | 3 weeks ago | KellyeMcBride | 16th Mar '21 | 1 | |
| What is an Answering Services and Why Use One? | 3 weeks ago | GetCallers | 19th Mar '21 | 1 | |
| Scheduling Lunches | 3 weeks ago | AnthonyPatterson | 24th Mar '21 | 1 | |
| Mask Use In Contact Centres | 3 weeks ago | tom | 19th May '20 | 6 | |
| FTE Calculations | 3 weeks ago | Anon | 27th Feb '15 | 17 | |
| Calculating adherence | 3 weeks ago | abbyperez | 18th Mar '21 | 1 | |
| Can the customer get a copy of the recorded conversation? | 3 weeks ago | irvinggordon | 19th Mar '21 | 1 | |
| Ideas on How to Deal w/ The Elderly & Tech Problems | 4 weeks ago | JohnSmith | 14th Mar '21 | 1 | |
| Actual Required FTE Calculation | 4 weeks ago | Anon | 8th Jan '15 | 23 | |
| Routing emails, chats and inbound phone calls concurrently | 1 month ago | JeanWomack | 26th Feb '21 | 2 | |
| Employee Ranking | 1 month ago | JoeMoss | 9th Mar '21 | 1 | |
| Service calls vs Customer base | 1 month ago | Maria Formosa | 10th Mar '21 | 1 | |
| Looking for the right project and resource management program | 1 month ago | KoreschAlphan | 9th Mar '21 | 1 | |
| Contact Center Support functions | 1 month ago | MikeTsarfin | 8th Mar '21 | 1 | |
Most Viewed Topics
| Topic | Posts | Views |
|---|---|---|
| How to Calculate the Number of Agents Required | 30 | 244096 |
| Actual Required FTE Calculation | 24 | 70990 |
| How do you deal with Call Escalation? | 9 | 69996 |
| Games ideas for an Office Olympic themed incentive | 5 | 62753 |
| What is a Business Dress Code these Days? | 12 | 56819 |
| Voice and Non-Voice in Process Means in BPO | 6 | 51250 |
| Difference between Occupancy and Utilization | 5 | 50920 |
| What should we call our front line call centre staff? | 16 | 46573 |
| Utilization calculation | 10 | 40810 |
| FTE Calculations | 18 | 40203 |
| AHT Glide Path (Learning curve) calculation | 4 | 36854 |
| Key metrics to include in the SOW | 3 | 36822 |
| Quality Monitoring Forms | 46 | 35957 |
| FTE Calculation Question | 16 | 35217 |
| Regulations on outbound calling times | 2 | 34894 |
| Formula to calculate the call resolution | 7 | 34594 |
| I need a good name for a new Contact Centre | 7 | 34184 |
| Forecasting Service Levels in absence of WFM | 13 | 33705 |
| Industry Average- Acceptable Wait Time? | 10 | 33081 |
| How to calculate AHT manually | 17 | 30411 |
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