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 2773 4
Project Plan for new call centre set up Lucia 30th May '08 2077 19
Silent Calls and the Growth in TPS Registrations Stuart 28th Nov '03 1883 5
Adherence Calculation Eamon 20th May '05 1866 26
Average Speed of Answer - Best Practicw Phil 15th Jul '05 1258 15
What do you call your "Quality Assurance" team? Mike 11th Sep '17 881 4
Cost per call Lawrence 14th Jun '01 798 5
The $780 000 Slap on the Fingers Fine Lindsay 7th Nov '03 578 3
Forecasting! Where to begin? Tony 11th Mar '08 541 10
Service Level and 80/20 nick 2nd Jan '07 525 24
Outbound RPC% Dan 27th Jan '11 470 5
Avaya CMS Reporting login time help Geoff 23rd Nov '11 390 4
Where are you all from? John 27th Jul '01 385 375
Team Leader Work Ethics Gary 23rd Nov '04 359 16
Avaya Hold time question Scott 22nd Mar '06 334 8
Erlang C Calculator Help Kevin 9th Dec '06 319 7
Call Types - Root Cause Analysis Ross 7th Apr '08 307 16
Call Center Newsletter Ian 22nd May '03 303 5
Office Environment & Design Questionnaire! Craig 28th Sep '04 288 11
European Call Centre Of the Year Mark 5th Nov '04 283 4
Email - FTE santosh 21st Apr '08 253 14
What is the difference between a 'Contact Centre' and 'Call Centre'? Ade 23rd Oct '10 249 5
Offered Calls Scott 27th Jul '06 239 9
Help I don't speak Avaya! Marianne 15th May '09 231 5
Adherence to Schedule Mohamed 17th May '07 226 8
Gross Misconduct Matthew 30th Dec '10 223 3
Accessibility, service level - measurement question Mario 8th Jul '08 222 3
Multi-Tier Contact Centres Anon 3rd Jun '03 218 18
Data Protection conundrum Closed 20th Jul '06 207 4
Measuring Abandonment Rate % Mohamed 17th May '07 205 9
Avaya Agent on Hold and Outbound Calls Elwyn 11th Apr '08 200 3
Management/tele sales by Commission payment. David 1st Jul '17 189 0
SLA to PCA in WFM? Ken 17th May '12 183 2
Ideas for Team Meetings Adele 17th Jul '17 176 3
Liven up the Atmosphere Pushkar 30th Mar '05 172 27
User Acceptance Testing Liam 20th Oct '05 171 5
Avaya CMS Call Recording Query Jim 25th Sep '07 171 4
Help me to learn about Davox Alvin 7th Jun '09 168 3
sales scripts shane 11th May '01 160 33
Symposium CallsGivenForceDisconnect and General SL/Abandoned Call Question Daniel 28th Sep '05 159 12
Soft dialler definition Dave 23rd May '08 158 3
Call/Contact Centre Forums David 26th Sep '01 151 4
Call Centre Lighting Lee 28th Jul '06 151 3
Call cnetre agent performance targets Gemma 14th Oct '03 149 10
Flexible Working in the Call Centre Zoe 29th Jun '05 147 6
Avaya soft dialler Chris 5th Apr '06 147 9
Custom View Director Julie 6th Mar '08 147 2
Norwich Union jobs move to India Neil 15th Sep '06 143 13
Best locations for new call centre Nigel 4th Aug '17 141 4
Call Center Staffing Case Abdul Rahman 3rd Feb '14 140 2
Quiet periods Antony 9th Aug '01 139 5
TPS Query Dave 3rd Jan '03 138 4
Pre Recorded Dialler Messages Jon 13th Oct '05 138 10
Predictive Dialer Ashish 29th Sep '09 138 5
Call Centers in China or Taiwan Shubby 23rd Feb '03 137 3
Cleaning Foam Ear Covers Marianne 7th Jan '03 135 8
Handling Outbound Calls John 10th Apr '12 135 2
Why is there a decrease in Postings? Lawrence 10th Oct '01 134 16
Setting up a New Call Centre john 7th Feb '02 132 36
Call Centre Association (UK) John 9th Jan '04 132 5
Outbound Security Emma 28th Nov '08 131 11
call centers in ireland John 3rd Feb '03 129 8
Back Office Productivity Software Paul 20th Jul '05 129 3
Peak hours for call centers Dee 31st Dec '02 128 2
French and German Call Centre Paul 4th Aug '05 126 11
FTSE 1000 Jason 26th Jun '02 125 3
INDIAN CALL CENTERS AND BPO UNITS BEWARE OF FRAUDS Deepak 29th Jan '03 125 6
Employee Retention - A Major Hurdle (An Indian Perspective) Shekhar 12th Feb '03 125 4
Call Flow Modelling John 8th Nov '07 124 2
Legal issues for call center agents working from home vincent 6th Nov '03 123 4
Call Centre Hints and Tips Jonty 13th Nov '06 123 18
Dialer & Collection Metrics Tony 25th Apr '09 123 3
VOIP Issues Justin 11th May '07 122 10
Acronyms nick 1st Oct '03 121 3
Impact of IVR system Nichol 2nd Jun '06 119 4
Call Recording christine 3rd Aug '09 119 3
Has technology gone *too* far? John 18th Apr '01 118 47
Quality Manual Sarvesh 18th Feb '04 118 7
Automatic message collection?? Sue 21st Dec '05 118 8
Profit versus loss of an outbound call centre Claire 27th Jul '07 118 2
Effects of reducing opening hours in an inbound sales call center Kristian 3rd Sep '10 118 4
RSS Feed Closed 17th Mar '05 117 3
Broadcasting Music over IVR Scott 24th Jul '07 117 8
Call Center/IT Enabled Services in India Sanjit 22nd Jan '02 116 4
200 seater call centre quote Debra 24th Mar '04 116 10
Brighton UK Dave 19th Jul '04 116 6
Transaction Costs Paul 16th Feb '06 116 3
Queue Buster Kevin 15th Mar '07 116 7
DMAs regulations regarding CLI display for outbound telemarketing in UK Adam 7th Apr '08 116 2
Call Center's of the future Garry 30th Jul '03 115 16
Best location(s) for UK call centre Amanda 6th Jul '17 115 4
what is a acceptable of percentage of available time in productive time. David 6th Feb '08 114 4
Call centre awards Closed 12th May '03 113 10
Bizarchitects , Bizzsource, Tekksource - Are these the same?? Kishore 10th Nov '03 113 4
Setting up a call centre James 14th Mar '10 113 6
False Positive Calculation andrew 26th Jan '11 113 3
American Teleservices Association Event (Next week) Kunal 3rd Dec '03 112 2
British Gas to cut 2 000 UK jobs Jason 15th Jul '05 112 3
2008 Call Centre Awards Ann-Marie 16th Jan '08 112 3
Jeff Rose Maitland Steve 19th Mar '08 112 4
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