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 9213 26
Zero Tolerance Policy - ZTP mike 8th Nov '19 5899 2
What do you call your "Quality Assurance" team? Mike 11th Sep '17 5367 4
Mask Use In Contact Centres tom 19th May '20 5326 8
Adherence Calculation for Agent Breaks Eamon 20th May '05 4784 25
CONTACTS / TENDERS / WORK Kash 3rd Nov '20 4149 2
User Acceptance Testing Liam 20th Oct '05 3943 5
Increasing AHT J 18th Nov '20 3857 2
Maternity leave, attrition Polina 24th Jun '21 3856 4
Contract!? What to include, what to leave out? Bryce 20th Jun '21 3679 3
Untapped Resources Michael 29th Oct '20 3471 2
Can a business record a call without telling you Ben 4th Jul '18 3450 3
The definition of Advisor and Agent Abolfazl 15th Feb '21 3334 3
Workforce Management Mitesh 9th Mar '21 3319 2
Workforce Management Tool Niall 12th Jul '21 3252 2
What do you like best about your job and/or working for your organization? Cindy 15th Jun '21 3213 2
Outbound RPC (Right Party Contact) Dan 27th Jan '11 3165 8
Upgrade to ISO 9001:2015 from ISO 9001:2008 Alexis 4th Mar '16 3137 4
Employee Ranking Joe 9th Mar '21 3085 2
Benchmarking Diane 12th Jul '21 3069 2
Workforce Management interview zhijie 30th Mar '21 2927 2
Are transferred calls normally counted in KPIs? Helen 15th Jul '21 2841 4
Calculating adherence abby 18th Mar '21 2600 2
Ideas on How to Deal w/ The Elderly & Tech Problems John 14th Mar '21 2593 2
Average Speed of Answer - Best Practice Phil 15th Jul '05 2559 15
Silent Calls and the Growth in TPS Registrations Stuart 28th Nov '03 2555 5
Cold Calling Charity Center Raising Funds Karen 13th Apr '21 2524 2
Cost Per Call Calculations Lawrence 14th Jun '01 2504 6
Cli being blocked by EE Rehanna 27th Nov '19 2500 2
Service Level and 80/20 nick 2nd Jan '07 2487 24
Monthly Head Count Model Ralph 15th Oct '19 2394 2
What hapend with online staffing algorithm - adjustmets , schedule tool? Branko 14th Sep '20 2357 5
List of the best call centres and why Closed 6th Nov '03 2348 7
AHT target setting Marius 17th May '21 2335 2
Daily leave % Christine 7th May '21 2325 3
Does anyone have a way of deflecting queuing calls to the web without it increasing their abn% Neil 12th Apr '21 2279 2
Erlang Calculator Updates? Tom 26th Feb '21 2231 2
Customer feedback process François 21st Feb '21 2186 3
Offline Activities and Shrinkage calculation Mark 14th Jun '18 2160 10
Occupancy and AHT issack 7th Feb '21 2148 2
Industry Standard for Transfer Rates? Stacey 7th Jan '21 2124 2
Looking for the right project and resource management program Koresch 9th Mar '21 2081 2
Call center agent work Imelda 6th Oct '20 1967 2
Erlang help Christine 28th Apr '21 1953 2
Call Types - Root Cause Analysis Ross 7th Apr '08 1932 16
Best practice for counting calls Amanda 21st Apr '21 1921 2
Quality Assurance Staff to Agent Ratio Therese 19th Jun '17 1898 2
Manager to Specialist Ratio MaryAnn 3rd Jun '20 1882 5
Telecommuting Closed 25th Aug '05 1747 9
Adherence to Schedule Mohamed 17th May '07 1710 9
Feedback on a conversation Darcy Lindner 12th Feb '21 1661 2
better interpretation for a daily report Rim_K 25th Jan '21 1644 3
New contact centre requires software Phil 29th Sep '20 1636 2
Forecasting and Modelling multi-channel workloads Phil 2nd Feb '21 1636 2
Best location(s) for UK call centre Amanda 6th Jul '17 1538 5
What is the difference between absenteeism and shrinkage? Nishank 27th Aug '19 1520 2
Better CRM + AGENDA FOR MEDICAL ALAIN 23rd Aug '19 1454 2
sales scripts shane 11th May '01 1361 33
Digital Agent Steph 25th Sep '19 1355 2
How to start Contact Center Alma 17th Sep '20 1350 2
Call Center Newsletter Ian 22nd May '03 1338 5
Email - FTE santosh 21st Apr '08 1268 14
How do I go about requesting a copy of a call we made to a company? Susan 25th Sep '20 1253 2
Call Monitoring Frequency Michael 25th Aug '20 1252 3
Gross Misconduct Matthew 30th Dec '10 1247 3
How do I manually adjust my Adherence data Phil 26th Sep '19 1140 2
How do you measure Repeat Call Rate? Julian 25th Feb '20 1139 2
Forecast Accuracy Steve 1st Apr '08 1113 5
DVLA Taped Telephone Conversations Charles 7th Jul '19 1102 2
Coughing when on call with customer by call centre agent Abimbola 13th Dec '19 1098 3
Can someone help me with advice in international call centres distantly? Susan 2nd Oct '20 1094 2
Summing Volumes out of Service Level William 11th Feb '05 1092 5
Feedback channel of choice Frank 10th Sep '20 1069 3
What is the difference between a 'Contact Centre' and 'Call Centre'? Ade 23rd Oct '10 1062 5
Call cnetre agent performance targets Gemma 14th Oct '03 1050 9
Call Centre Lighting Lee 28th Jul '06 962 3
Change my receiving email address Alma 20th Jun '19 948 2
Soft dialler definition Dave 23rd May '08 826 3
GDPR - Consent for Call Recording John 27th Apr '18 818 4
Cleaning Foam Ear Covers Marianne 7th Jan '03 814 8
Please Do Not Be Rude To us .... Kunal 27th Aug '04 813 5
Offered Calls Scott 27th Jul '06 810 11
Call Centre Association (UK) John 9th Jan '04 745 5
Team Leader Work Ethics Gary 23rd Nov '04 739 16
Shrinkage target in 5days working enviroment Manoj 12th Aug '20 705 2
need erlang c calculator with 16hour option on it Nick 7th Feb '19 694 2
Measuring Productivity across multi channels Lianne 26th Aug '20 684 2
Resource Department requirements - Ratio of Planners to Agents donna 16th Oct '18 671 4
GDPR and random outbound calling Alexandros 17th May '18 666 5
Multi-Tier Contact Centres Anon 3rd Jun '03 659 18
Setting up a Call Center Sherlamar 2nd Nov '07 650 8
call center report Amir 12th Aug '19 650 2
Split/Skill Summary Interval Kim 2nd Apr '19 645 2
Office Environment & Design Questionnaire! Craig 28th Sep '04 642 11
Have you ever worked in a call center Bob 22nd Mar '03 641 20
Smart Dress Code Lee 4th Jan '07 629 12
call centers in ireland John 3rd Feb '03 627 6
Hold music - religiously discriminating? Rob 13th Jun '19 618 2
Liven up the Atmosphere Pushkar 30th Mar '05 612 27
How to land communications Nikki 2nd Nov '17 593 3
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