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 2793 4
Project Plan for new call centre set up Lucia 30th May '08 2586 21
Adherence Calculation Eamon 20th May '05 2148 28
Silent Calls and the Growth in TPS Registrations Stuart 28th Nov '03 1908 5
Average Speed of Answer - Best Practice Phil 15th Jul '05 1342 15
What do you call your "Quality Assurance" team? Mike 11th Sep '17 912 4
Cost per call Lawrence 14th Jun '01 877 6
The $780 000 Slap on the Fingers Fine Lindsay 7th Nov '03 707 3
Service Level and 80/20 nick 2nd Jan '07 685 24
Forecasting! Where to begin? Tony 11th Mar '08 581 10
Outbound RPC% Dan 27th Jan '11 562 5
Where are you all from? John 27th Jul '01 453 375
Avaya CMS Reporting login time help Geoff 23rd Nov '11 426 4
Avaya Hold time question Scott 22nd Mar '06 387 8
Team Leader Work Ethics Gary 23rd Nov '04 378 16
Call Types - Root Cause Analysis Ross 7th Apr '08 377 16
Call Center Newsletter Ian 22nd May '03 349 6
Erlang C Calculator Help Kevin 9th Dec '06 335 7
Email - FTE santosh 21st Apr '08 335 14
Office Environment & Design Questionnaire! Craig 28th Sep '04 320 11
What is the difference between a 'Contact Centre' and 'Call Centre'? Ade 23rd Oct '10 291 5
What is productive agent ? Yogesh 21st Nov '17 283 2
Adherence to Schedule Mohamed 17th May '07 270 9
Accessibility, service level - measurement question Mario 8th Jul '08 266 3
Gross Misconduct Matthew 30th Dec '10 266 3
Help I don't speak Avaya! Marianne 15th May '09 263 5
Offered Calls Scott 27th Jul '06 255 9
The Data Protection Conundrum and the Contact Centre Closed 20th Jul '06 237 4
Multi-Tier Contact Centres Anon 3rd Jun '03 236 18
List of the best call centres and why Closed 6th Nov '03 232 7
Measuring Abandonment Rate % Mohamed 17th May '07 232 10
Avaya Agent on Hold and Outbound Calls Elwyn 11th Apr '08 231 3
SLA to PCA in WFM? Ken 17th May '12 218 2
Symposium CallsGivenForceDisconnect and General SL/Abandoned Call Question Daniel 28th Sep '05 215 12
Avaya CMS Call Recording Query Jim 25th Sep '07 200 4
Liven up the Atmosphere Pushkar 30th Mar '05 195 27
Help me to learn about Davox Alvin 7th Jun '09 194 3
Ideas for Team Meetings Adele 17th Jul '17 194 3
User Acceptance Testing Liam 20th Oct '05 192 5
sales scripts shane 11th May '01 185 33
Soft dialler definition Dave 23rd May '08 176 3
Call Centre Lighting Lee 28th Jul '06 174 3
Using cellphone Joane 15th Nov '17 172 2
Call cnetre agent performance targets Gemma 14th Oct '03 170 10
Forecast Accuracy Steve 1st Apr '08 166 5
Setting up a New Call Centre john 7th Feb '02 165 37
Peak hours for call centers Dee 31st Dec '02 165 2
Call Centre Association (UK) John 9th Jan '04 163 5
Flexible Working in the Call Centre Zoe 29th Jun '05 163 6
Cleaning Foam Ear Covers Marianne 7th Jan '03 162 8
Predictive Dialer Ashish 29th Sep '09 159 5
Best locations for new call centre Nigel 4th Aug '17 159 4
Call Center Staffing Case Abdul Rahman 3rd Feb '14 158 2
Quiet periods Antony 9th Aug '01 157 5
Best location(s) for UK call centre Amanda 6th Jul '17 157 4
Call Centers in China or Taiwan Shubby 23rd Feb '03 152 3
Pre Recorded Dialler Messages Jon 13th Oct '05 152 10
Outbound Security Emma 28th Nov '08 151 11
Handling Outbound Calls John 10th Apr '12 149 2
Call Centers that have quality monitoring at less than 100% Justin 14th Dec '17 149 1
call centers in ireland John 3rd Feb '03 147 8
INDIAN CALL CENTERS AND BPO UNITS BEWARE OF FRAUDS Deepak 29th Jan '03 146 6
Back Office Productivity Software Paul 20th Jul '05 146 3
French and German Call Centre Sourcing Paul 4th Aug '05 146 11
Acronyms nick 1st Oct '03 145 4
Call Flow Modelling John 8th Nov '07 145 2
Employee Retention - A Major Hurdle (An Indian Perspective) Shekhar 12th Feb '03 144 4
Legal issues for call center agents working from home vincent 6th Nov '03 143 4
Dialer & Collection Metrics Tony 25th Apr '09 142 3
Setting up new call center Deshbir 14th May '04 140 8
Has technology gone *too* far? John 18th Apr '01 137 47
Call Centre Hints and Tips Jonty 13th Nov '06 137 18
The outbound Call Centre: Profit vs. Loss Claire 27th Jul '07 136 2
Effects of reducing opening hours in an inbound sales call center Kristian 3rd Sep '10 136 4
Call Recording in France and Germany christine 3rd Aug '09 135 3
Impact of IVR system Nichol 2nd Jun '06 134 4
Using "Queue Buster" in the Call Centre Kevin 15th Mar '07 134 7
VOIP Issues Justin 11th May '07 134 10
Technology Needed for 200 Seat Call Centre Debra 24th Mar '04 133 10
what is a acceptable of percentage of available time in productive time. David 6th Feb '08 132 4
Automatic message collection?? Sue 21st Dec '05 131 8
Broadcasting Music over IVR Scott 24th Jul '07 131 8
DMAs regulations regarding CLI display for outbound telemarketing in UK Adam 7th Apr '08 130 2
Bizarchitects , Bizzsource, Tekksource - Are these the same?? Kishore 10th Nov '03 129 4
Transaction Costs Paul 16th Feb '06 129 3
Are UK call centres generally ageist? Closed 1st May '06 126 5
Setting up a call centre James 14th Mar '10 126 6
False Positive Calculation andrew 26th Jan '11 126 3
Call centre awards Closed 12th May '03 125 10
Appearance as a selection criteria at interview Closed 14th Jul '06 125 5
Workforce Planning Options Elaine 15th May '09 125 4
Accounting for Hold Time When Using an Erlang Calculator Phil 18th Apr '06 124 5
Changes to Call Recording and the introduction of GDPR Emma 9th Aug '17 124 2
What did you Make of the Channel 4 Documentary: Phone Rage Cam 3rd Mar '08 123 6
Symposium - Automated Reports David 24th Jun '08 123 15
Quality Assurance Staff to Agent Ratio Therese 19th Jun '17 123 2
Call Center Setup Asif 29th Jun '03 122 3
Data format for inbound call forecasting and staff scheduling? Joannes 1st Aug '08 121 3
Should we Limit Agent Visibility? Paul 13th Aug '08 121 5
Have you ever worked in a call center Bob 22nd Mar '03 120 20
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