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 4601 21
Adherence Calculation Eamon 20th May '05 3288 28
Upgrade to ISO 9001:2015 from ISO 9001:2008 Alexis 4th Mar '16 2872 4
Silent Calls and the Growth in TPS Registrations Stuart 28th Nov '03 1977 5
Average Speed of Answer - Best Practice Phil 15th Jul '05 1707 15
What do you call your "Quality Assurance" team? Mike 11th Sep '17 1612 4
Service Level and 80/20 nick 2nd Jan '07 1322 24
Outbound RPC% Dan 27th Jan '11 1314 6
Cost per call Lawrence 14th Jun '01 1289 6
The $780 000 Slap on the Fingers Fine Lindsay 7th Nov '03 1049 3
New names for Quality Assurance Tom 12th Dec '17 1013 2
What is productive agent ? Yogesh 21st Nov '17 847 2
Changes to Call Recording and the introduction of GDPR Emma 9th Aug '17 804 3
Forecasting! Where to begin? Tony 11th Mar '08 787 10
Avaya Hold time question Scott 22nd Mar '06 761 8
List of the best call centres and why Closed 6th Nov '03 754 7
Using cellphone Joane 15th Nov '17 701 2
Call Types - Root Cause Analysis Ross 7th Apr '08 674 16
Adherence to Schedule Mohamed 17th May '07 673 9
Where are you all from? John 27th Jul '01 665 375
Registering Mandy 28th Jun '18 665 2
What is the difference between a 'Contact Centre' and 'Call Centre'? Ade 23rd Oct '10 616 5
Avaya CMS Reporting login time help Geoff 23rd Nov '11 603 4
Email - FTE santosh 21st Apr '08 557 14
Call Center Newsletter Ian 22nd May '03 553 6
Roster Kevin 1st Nov '17 553 2
Call Centers that have quality monitoring at less than 100% Justin 14th Dec '17 543 2
Financial kpis for call center Khalid 30th Jan '18 532 3
Telecommuting Closed 25th Aug '05 528 10
Outlook 2013 - Email Analytics Cormac 3rd Dec '17 513 2
Best location(s) for UK call centre Amanda 6th Jul '17 497 5
CSAT and CES Scores Ben 6th Dec '17 495 2
audio recording gaynor 16th Jan '18 492 2
Bored Staff Simon 6th Dec '17 462 2
Team Leader Work Ethics Gary 23rd Nov '04 455 16
First client Carick 17th Jan '18 450 2
Designing a Call Observation (Monitor) Form Karen 19th Dec '17 449 2
Peak hours for call centers Dee 31st Dec '02 446 2
How to land communications Nikki 2nd Nov '17 444 3
Agent performance Jurgen 8th Dec '17 438 2
sales scripts shane 11th May '01 434 33
Office Environment & Design Questionnaire! Craig 28th Sep '04 417 11
Gross Misconduct Matthew 30th Dec '10 415 3
Third Party information Edwina 12th Dec '17 414 2
Help I don't speak Avaya! Marianne 15th May '09 401 5
Erlang C Calculator Help Kevin 9th Dec '06 392 7
interpreting words & body lanuage of the phone Stella 7th Dec '17 391 2
Home Working Jschafer 8th Jan '18 390 2
Forecast Accuracy Steve 1st Apr '08 373 5
Accessibility, service level - measurement question Mario 8th Jul '08 357 3
Collections Controls Christine 23rd Feb '18 343 2
SLA to PCA in WFM? Ken 17th May '12 338 2
Avaya Agent on Hold and Outbound Calls Elwyn 11th Apr '08 336 3
NPS Software Sharee 23rd Mar '18 308 2
Offered Calls Scott 27th Jul '06 305 9
Call Centre Lighting Lee 28th Jul '06 300 3
Suicidal Workflow Tyler 13th Feb '18 293 4
Measuring Abandonment Rate % Mohamed 17th May '07 291 10
Shrinkage calculation Mark 14th Jun '18 291 6
Multi-Tier Contact Centres Anon 3rd Jun '03 290 18
User Acceptance Testing Liam 20th Oct '05 290 5
Call centre executive krishna 13th Feb '18 286 2
The Data Protection Conundrum and the Contact Centre Closed 20th Jul '06 280 4
Avaya CMS Call Recording Query Jim 25th Sep '07 279 4
ASA assistance Steve 3rd May '18 276 2
Liven up the Atmosphere Pushkar 30th Mar '05 275 27
Symposium CallsGivenForceDisconnect and General SL/Abandoned Call Question Daniel 28th Sep '05 272 12
GDPR - Consent for Call Recording John 27th Apr '18 270 4
Help me to learn about Davox Alvin 7th Jun '09 266 3
Ideas for Team Meetings Adele 17th Jul '17 263 3
Soft dialler definition Dave 23rd May '08 259 3
Call Recording in France and Germany christine 3rd Aug '09 255 3
Can a business record a call without telling you Ben 4th Jul '18 254 3
Call cnetre agent performance targets Gemma 14th Oct '03 253 10
Quality Assurance Staff to Agent Ratio Therese 19th Jun '17 248 2
Call Centre Association (UK) John 9th Jan '04 238 5
Cleaning Foam Ear Covers Marianne 7th Jan '03 236 8
Setting up a New Call Centre john 7th Feb '02 228 37
Outbound DPA Sarah 13th Apr '18 220 2
Outbound Security Emma 28th Nov '08 219 11
Recruiting Masters paul 19th Mar '18 219 3
Collections First Call Resolution Christine 23rd Feb '18 218 2
Flexible Working in the Call Centre Zoe 29th Jun '05 213 6
Call Center Staffing Case Abdul Rahman 3rd Feb '14 213 2
Predictive Dialer Ashish 29th Sep '09 206 5
INDIAN CALL CENTERS AND BPO UNITS BEWARE OF FRAUDS Deepak 29th Jan '03 205 6
Quiet periods Antony 9th Aug '01 203 5
Pre Recorded Dialler Messages Jon 13th Oct '05 203 10
Legal issues for call center agents working from home vincent 6th Nov '03 202 4
PCI Compliance - Mobile Phones. Pen and Paper. stemiller78 14th Mar '18 201 2
Dialer & Collection Metrics Tony 25th Apr '09 199 3
Call Centers in China or Taiwan Shubby 23rd Feb '03 198 3
Back Office Productivity Software Paul 20th Jul '05 198 3
Best locations for new call centre Nigel 4th Aug '17 197 4
Call Flow Modelling John 8th Nov '07 192 2
call centers in ireland John 3rd Feb '03 191 8
Setting up new call center Deshbir 14th May '04 191 8
Effects of reducing opening hours in an inbound sales call center Kristian 3rd Sep '10 191 4
Acronyms nick 1st Oct '03 190 4
Using "Queue Buster" in the Call Centre Kevin 15th Mar '07 188 7
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