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.

Call Centre Voice Logo

Recently Active Topics

Topic Last Updated Started by Started on Replies
High wrap time effects 4 hours ago JeffWickersham 22nd Apr '18 0
Aspect eWFM 1 day ago Mike 13th Aug '03 17
DEFAULT AUX and OUTBOUND CALLS 2 days ago TamaraHenry 20th Apr '18 0
DEFAULT AUX 0 & Tracking outbound call numbers and times 2 days ago TamaraHenry 20th Apr '18 0
Suggestions for forecasting monthly FTE requirements for specific day/intervals 2 days ago wfpbris82 20th Apr '18 0
Utilization calculation 2 days ago Marianne 3rd Mar '08 14
Calculate required staff to cover extended operating hours 2 days ago PeteIannetta 13th Apr '18 2
Wrap Time Target 3 days ago TimB 12th Apr '18 2
What percentage of sold product we should pay as a bonus to agent? 3 days ago Greg 18th Apr '18 3
Quality Evaluation 3 days ago YaldaMahmoudi 16th Apr '18 2
How do you measure employee engagement - How your staff are feeling? 4 days ago LisaDolan 18th Apr '18 0
Describe an experience when you had to deal with a difficult customer. 4 days ago RoshiMahesh 18th Apr '18 0
When should I increase the number of evaluations per staff per month 4 days ago LizNesbitt 16th Apr '18 1
Multiskill forecasting - Erlang X 5 days ago GeorgeJones 15th Apr '18 2
Outbound DPA 6 days ago SarahAbc 13th Apr '18 1
Battle box/ kit boxes 6 days ago Jschafer 12th Apr '18 1
Bidding for Shifts 1 week ago Rachana 7th Jul '05 14
Why to choose a Cloud Call Center Software? 1 week ago MattParker 13th Apr '18 1
Changes to Call Recording and the introduction of GDPR 1 week ago Emma Cook 9th Aug '17 2
Calculating - Work While in Available State - using Cisco or another way? 1 week ago timharding 10th Apr '18 1
 

Most Viewed Topics

Topic Posts Views
How to calculate the number of agents required 28 139749
At what point are you allowed to hang up on a caller? 31 52352
Games ideas for an Office Olympic themed incentive 5 42945
how do you deal with call escalation? 6 38081
What should we call our front line call centre staff? 17 28262
AHT Glide Path (Learning curve) calculation 2 17042
I need a good name for a new Contact Centre 7 16024
Formula to calculate the call resolution 3 16007
Regulations on outbound calling times 2 15172
Quality Monitoring Forms 43 14210
Actual Required FTE Calculation 8 12727
Forecasting Service Levels in absence of WFM 13 12611
FTE Calculation Question 17 11987
What makes an outbound sales agent?? 6 10675
How to get first client? 12 10232
Call evaluation criteria 3 10048
grade of service formulas 3 9858
to determine FTE requirements 6 9232
Agents break times 9 9128
Call Flow Design Best Practice 4 9022