General
This forum is for ad hoc call centre and customer service issues.
Subject Author Created Views Posts
Upgrade to ISO 9001:2015 from ISO 9001:2008 Alexis 4th Mar '16 2684 4
Adherence Calculation Eamon 20th May '05 1323 26
Average Speed of Answer - Best Practicw Phil 15th Jul '05 1097 15
Project Plan for new call centre set up Lucia 30th May '08 1061 17
Cost per call Lawrence 14th Jun '01 592 5
Silent Calls and the Growth in TPS Registrations Stuart 28th Nov '03 473 4
Forecasting! Where to begin? Tony 11th Mar '08 468 10
The $780 000 Slap on the Fingers Fine Lindsay 7th Nov '03 454 3
Avaya CMS Reporting login time help Geoff 23rd Nov '11 345 4
Team Leader Work Ethics Gary 23rd Nov '04 343 16
Outbound RPC% Dan 27th Jan '11 323 5
Where are you all from? John 27th Jul '01 313 375
Service Level and 80/20 nick 2nd Jan '07 313 24
Avaya Hold time question Scott 22nd Mar '06 268 8
Erlang C Calculator Help Kevin 9th Dec '06 264 7
Call Center Newsletter Ian 22nd May '03 238 5
Office Environment & Design Questionnaire! Craig 28th Sep '04 238 11
European Call Centre Of the Year Mark 5th Nov '04 217 4
Multi-Tier Contact Centres Anon 3rd Jun '03 210 18
Offered Calls Scott 27th Jul '06 201 9
Call Types - Root Cause Analysis Ross 7th Apr '08 187 16
Adherence to Schedule Mohamed 17th May '07 186 8
Help I don't speak Avaya! Marianne 15th May '09 183 5
Measuring Abandonment Rate % Mohamed 17th May '07 179 9
Gross Misconduct Matthew 30th Dec '10 174 3
Accessibility, service level - measurement question Mario 8th Jul '08 167 3
avaya cms supervisor R16 Joe 2nd May '13 165 1
What is the difference between a 'Contact Centre' and 'Call Centre'? Ade 23rd Oct '10 162 5
Avaya Agent on Hold and Outbound Calls Elwyn 11th Apr '08 158 3
Email - FTE santosh 21st Apr '08 153 14
Liven up the Atmosphere Pushkar 30th Mar '05 151 27
User Acceptance Testing Liam 20th Oct '05 151 5
SLA to PCA in WFM? Ken 17th May '12 150 2
Help me to learn about Davox Alvin 7th Jun '09 146 3
Call/Contact Centre Forums David 26th Sep '01 141 4
Avaya CMS Call Recording Query Jim 25th Sep '07 136 4
sales scripts shane 11th May '01 132 33
Call cnetre agent performance targets Gemma 14th Oct '03 132 10
Soft dialler definition Dave 23rd May '08 130 3
Norwich Union jobs move to India Neil 15th Sep '06 129 13
Flexible Working in the Call Centre Zoe 29th Jun '05 127 6
Pre Recorded Dialler Messages Jon 13th Oct '05 127 10
Why is there a decrease in Postings? Lawrence 10th Oct '01 125 16
Call Centers in China or Taiwan Shubby 23rd Feb '03 124 3
Handling Outbound Calls John 10th Apr '12 122 2
Avaya soft dialler Chris 5th Apr '06 120 9
Quiet periods Antony 9th Aug '01 119 5
Call Centre Lighting Lee 28th Jul '06 119 3
TPS Query Dave 3rd Jan '03 118 4
call centers in ireland John 3rd Feb '03 118 8
French and German Call Centre Paul 4th Aug '05 117 11
Predictive Dialer Ashish 29th Sep '09 116 5
FTSE 1000 Jason 26th Jun '02 114 3
Setting up a New Call Centre john 7th Feb '02 112 36
Cleaning Foam Ear Covers Marianne 7th Jan '03 112 8
Back Office Productivity Software Paul 20th Jul '05 112 3
Outbound Security Emma 28th Nov '08 112 11
Call Centre Hints and Tips Jonty 13th Nov '06 111 18
Call Center Staffing Case Abdul Rahman 3rd Feb '14 111 1
Employee Retention - A Major Hurdle (An Indian Perspective) Shekhar 12th Feb '03 109 4
Impact of IVR system Nichol 2nd Jun '06 109 4
Transaction Costs Paul 16th Feb '06 108 3
VOIP Issues Justin 11th May '07 108 10
Has technology gone *too* far? John 18th Apr '01 107 47
Call Flow Modelling John 8th Nov '07 107 2
Custom View Director Julie 6th Mar '08 107 2
Call Recording christine 3rd Aug '09 107 3
Symposium CallsGivenForceDisconnect and General SL/Abandoned Call Question Daniel 28th Sep '05 106 12
Profit versus loss of an outbound call centre Claire 27th Jul '07 106 2
Call centre awards Closed 12th May '03 105 10
Legal issues for call center agents working from home vincent 6th Nov '03 105 4
Quality Manual Sarvesh 18th Feb '04 105 7
Broadcasting Music over IVR Scott 24th Jul '07 105 8
DMAs regulations regarding CLI display for outbound telemarketing in UK Adam 7th Apr '08 105 2
Call Center Staffing Methods Dean 28th Dec '02 104 1
American Teleservices Association Event (Next week) Kunal 3rd Dec '03 104 2
Call Centre Association (UK) John 9th Jan '04 104 5
Automatic message collection?? Sue 21st Dec '05 104 8
Channel 4 doc this Thursday: Phone Rage Cam 3rd Mar '08 104 6
Workforce Plannin Elaine 15th May '09 104 4
Setting up a call centre James 14th Mar '10 104 6
The public perception of our call centre world John 9th Aug '01 103 4
Call Center's of the future Garry 30th Jul '03 103 16
Acronyms nick 1st Oct '03 103 3
Bizarchitects , Bizzsource, Tekksource - Are these the same?? Kishore 10th Nov '03 103 4
200 seater call centre quote Debra 24th Mar '04 103 10
RSS Feed Closed 17th Mar '05 103 3
Customer Service: the ultimate in ironic juxtaposition Henry 24th Apr '05 103 1
Jeff Rose Maitland Steve 19th Mar '08 103 4
Availability Paul 13th Aug '08 103 5
Effects of reducing opening hours in an inbound sales call center Kristian 3rd Sep '10 103 4
Brighton UK Dave 19th Jul '04 102 6
British Gas to cut 2 000 UK jobs Jason 15th Jul '05 102 3
UK Ageism Closed 1st May '06 102 5
Queue Buster Kevin 15th Mar '07 102 7
2008 Call Centre Awards Ann-Marie 16th Jan '08 102 3
what is a acceptable of percentage of available time in productive time. David 6th Feb '08 102 4
Data format for inbound call forecasting and staff scheduling? Joannes 1st Aug '08 102 3
Dialer & Collection Metrics Tony 25th Apr '09 102 3
False Positive Calculation andrew 26th Jan '11 102 3
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