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Required FTE for Inbound Call Volumes I wanted to get feedback on how actual required FTE is being calculated by others ..
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The role of TAT (Turnaround time) Good Morning! Emails/day = 500 AHT = 12 min FTE Hrs = 7.5 (90% Occ) Shrinkage = 10% Re..
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TAT or turnaround time in a contact centre or BPO is the total time that it takes from when a customer raises a problem ..
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Backoffice FTE Calculation Can someone help me to calculate FTE for a Backoffice process which manages Service Requests ..
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Required FTE Calculation (Non-Voice) Hi, Can someone help me please. I’m tryin to get the required HC/FTE per day ..
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AHT Glide Path (Learning Curve) Calculation What would be the the best way to calculate the AHT Glide Path? Is there any..
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Knowing how many emails you can expect an agent to handle per hour can help with staffing and forecasting. With this in ..
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Email is an increasingly common way to communicate with customers, and monitoring quality is essential to ensure high pr..
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Should call centre advisors be in charge of multiple channels? Or would it be of greater benefit for advisors to become ..
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Liz Doig, founder of Wordtree, shares her advice for improving your customer service emails and letters by reviewing and..
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The Contact Centre Podcast: Series 3 Episode 3 In this episode, Leslie O’Flahavan discusses some of the most common mi..
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According to our poll, 58% of contact centres send emails which do not permit replies. Whilst this has obvious benefits ..
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Here are some of the worst mistakes you can make with customer service emails. 1. Leaving [insert name here] in the temp..
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Tomislav Krevzelj at Infobip uncovers the basics of confirmation emails, some best practices – and also how using ..
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