General
This forum is for ad hoc call centre and customer service issues.
Subject Author Created Views Posts
Project Plan for new call centre set up Lucia 30th May '08 5335 23
Adherence Calculation Eamon 20th May '05 3540 28
Upgrade to ISO 9001:2015 from ISO 9001:2008 Alexis 4th Mar '16 2913 4
What do you call your "Quality Assurance" team? Mike 11th Sep '17 2138 4
Silent Calls and the Growth in TPS Registrations Stuart 28th Nov '03 2020 5
Average Speed of Answer - Best Practice Phil 15th Jul '05 1836 15
Service Level and 80/20 nick 2nd Jan '07 1550 24
Outbound RPC% Dan 27th Jan '11 1540 6
Cost per call Lawrence 14th Jun '01 1414 6
New names for Quality Assurance Tom 12th Dec '17 1309 2
List of the best call centres and why Closed 6th Nov '03 1123 7
The $780 000 Slap on the Fingers Fine Lindsay 7th Nov '03 1070 3
What is productive agent ? Yogesh 21st Nov '17 913 2
Avaya Hold time question Scott 22nd Mar '06 880 8
Forecasting! Where to begin? Tony 11th Mar '08 858 10
Changes to Call Recording and the introduction of GDPR Emma 9th Aug '17 823 3
Call Types - Root Cause Analysis Ross 7th Apr '08 813 16
Adherence to Schedule Mohamed 17th May '07 780 9
Using cellphone Joane 15th Nov '17 762 2
Where are you all from? John 27th Jul '01 754 375
What is the difference between a 'Contact Centre' and 'Call Centre'? Ade 23rd Oct '10 744 5
Registering Mandy 28th Jun '18 728 2
Avaya CMS Reporting login time help Geoff 23rd Nov '11 675 4
Telecommuting Closed 25th Aug '05 669 10
Call Center Newsletter Ian 22nd May '03 654 6
Email - FTE santosh 21st Apr '08 652 14
Peak hours for call centers Dee 31st Dec '02 633 2
Roster Kevin 1st Nov '17 610 2
Best location(s) for UK call centre Amanda 6th Jul '17 597 5
Financial kpis for call center Khalid 30th Jan '18 592 3
sales scripts shane 11th May '01 564 33
Call Centers that have quality monitoring at less than 100% Justin 14th Dec '17 561 2
Outlook 2013 - Email Analytics Cormac 3rd Dec '17 548 2
audio recording gaynor 16th Jan '18 543 2
Designing a Call Observation (Monitor) Form Karen 19th Dec '17 532 2
CSAT and CES Scores Ben 6th Dec '17 528 2
Shrinkage calculation Mark 14th Jun '18 517 6
Gross Misconduct Matthew 30th Dec '10 505 3
Team Leader Work Ethics Gary 23rd Nov '04 495 16
Bored Staff Simon 6th Dec '17 480 2
Agent performance Jurgen 8th Dec '17 469 2
First client Carick 17th Jan '18 464 2
How to land communications Nikki 2nd Nov '17 459 3
Help I don't speak Avaya! Marianne 15th May '09 451 5
Office Environment & Design Questionnaire! Craig 28th Sep '04 444 11
Third Party information Edwina 12th Dec '17 442 2
Forecast Accuracy Steve 1st Apr '08 427 5
Site selection decision criteria Cary 5th Aug '18 424 2
Erlang C Calculator Help Kevin 9th Dec '06 422 7
interpreting words & body lanuage of the phone Stella 7th Dec '17 420 2
Home Working Jschafer 8th Jan '18 405 2
Accessibility, service level - measurement question Mario 8th Jul '08 397 3
SLA to PCA in WFM? Ken 17th May '12 392 2
Collections Controls Christine 23rd Feb '18 391 2
Can a business record a call without telling you Ben 4th Jul '18 377 3
Avaya Agent on Hold and Outbound Calls Elwyn 11th Apr '08 375 3
GDPR - Consent for Call Recording John 27th Apr '18 369 4
Call Centre Lighting Lee 28th Jul '06 366 3
Liven up the Atmosphere Pushkar 30th Mar '05 336 27
NPS Software Sharee 23rd Mar '18 335 2
User Acceptance Testing Liam 20th Oct '05 333 5
Quality Assurance Staff to Agent Ratio Therese 19th Jun '17 330 3
Offered Calls Scott 27th Jul '06 328 9
Suicidal Workflow Tyler 13th Feb '18 321 4
Help me to learn about Davox Alvin 7th Jun '09 318 3
Multi-Tier Contact Centres Anon 3rd Jun '03 316 18
Call cnetre agent performance targets Gemma 14th Oct '03 314 10
Measuring Abandonment Rate % Mohamed 17th May '07 310 10
Ideas for Team Meetings Adele 17th Jul '17 309 3
Avaya CMS Call Recording Query Jim 25th Sep '07 307 4
Soft dialler definition Dave 23rd May '08 306 3
Call centre executive krishna 13th Feb '18 303 2
ASA assistance Steve 3rd May '18 302 2
The Data Protection Conundrum and the Contact Centre Closed 20th Jul '06 300 4
Symposium CallsGivenForceDisconnect and General SL/Abandoned Call Question Daniel 28th Sep '05 292 12
Outbound DPA Sarah 13th Apr '18 286 2
Call Recording in France and Germany christine 3rd Aug '09 285 3
Call Centre Association (UK) John 9th Jan '04 281 5
Cleaning Foam Ear Covers Marianne 7th Jan '03 263 8
Setting up a New Call Centre john 7th Feb '02 259 37
Outbound Security Emma 28th Nov '08 241 11
Dialer & Collection Metrics Tony 25th Apr '09 238 3
Collections First Call Resolution Christine 23rd Feb '18 238 2
Quiet periods Antony 9th Aug '01 237 5
INDIAN CALL CENTERS AND BPO UNITS BEWARE OF FRAUDS Deepak 29th Jan '03 235 6
Call Center Staffing Case Abdul Rahman 3rd Feb '14 235 2
Recruiting Masters paul 19th Mar '18 235 3
Flexible Working in the Call Centre Zoe 29th Jun '05 234 6
Predictive Dialer Ashish 29th Sep '09 226 5
Best locations for new call centre Nigel 4th Aug '17 225 4
Legal issues for call center agents working from home vincent 6th Nov '03 222 4
Call Centers in China or Taiwan Shubby 23rd Feb '03 221 3
Back Office Productivity Software Paul 20th Jul '05 221 3
PCI Compliance - Mobile Phones. Pen and Paper. stemiller78 14th Mar '18 220 2
Pre Recorded Dialler Messages Jon 13th Oct '05 219 10
Using "Queue Buster" in the Call Centre Kevin 15th Mar '07 217 7
Effects of reducing opening hours in an inbound sales call center Kristian 3rd Sep '10 217 4
call centers in ireland John 3rd Feb '03 212 8
Acronyms nick 1st Oct '03 211 4
Setting up new call center Deshbir 14th May '04 211 8
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