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 3826 21
Adherence Calculation Eamon 20th May '05 2885 28
Upgrade to ISO 9001:2015 from ISO 9001:2008 Alexis 4th Mar '16 2846 4
Silent Calls and the Growth in TPS Registrations Stuart 28th Nov '03 1955 5
Average Speed of Answer - Best Practice Phil 15th Jul '05 1568 15
What do you call your "Quality Assurance" team? Mike 11th Sep '17 1165 4
Service Level and 80/20 nick 2nd Jan '07 1079 24
Cost per call Lawrence 14th Jun '01 1044 6
Outbound RPC% Dan 27th Jan '11 1037 6
The $780 000 Slap on the Fingers Fine Lindsay 7th Nov '03 980 3
Forecasting! Where to begin? Tony 11th Mar '08 688 10
What is productive agent ? Yogesh 21st Nov '17 677 2
New names for Quality Assurance Tom 12th Dec '17 637 2
Where are you all from? John 27th Jul '01 619 375
Changes to Call Recording and the introduction of GDPR Emma 9th Aug '17 618 3
Adherence to Schedule Mohamed 17th May '07 580 9
Avaya Hold time question Scott 22nd Mar '06 577 8
Call Types - Root Cause Analysis Ross 7th Apr '08 570 16
Using cellphone Joane 15th Nov '17 543 2
Avaya CMS Reporting login time help Geoff 23rd Nov '11 515 4
List of the best call centres and why Closed 6th Nov '03 504 7
Email - FTE santosh 21st Apr '08 495 14
Call Center Newsletter Ian 22nd May '03 481 6
What is the difference between a 'Contact Centre' and 'Call Centre'? Ade 23rd Oct '10 459 5
Call Centers that have quality monitoring at less than 100% Justin 14th Dec '17 452 2
Team Leader Work Ethics Gary 23rd Nov '04 429 16
Outlook 2013 - Email Analytics Cormac 3rd Dec '17 413 2
CSAT and CES Scores Ben 6th Dec '17 406 2
Roster Kevin 1st Nov '17 394 2
Office Environment & Design Questionnaire! Craig 28th Sep '04 388 11
Designing a Call Observation (Monitor) Form Karen 19th Dec '17 386 2
Bored Staff Simon 6th Dec '17 372 2
Erlang C Calculator Help Kevin 9th Dec '06 371 7
Financial kpis for call center Khalid 30th Jan '18 369 3
First client Carick 17th Jan '18 365 2
Best location(s) for UK call centre Amanda 6th Jul '17 363 5
Gross Misconduct Matthew 30th Dec '10 359 3
How to land communications Nikki 2nd Nov '17 356 3
Agent performance Jurgen 8th Dec '17 351 2
Help I don't speak Avaya! Marianne 15th May '09 344 5
audio recording gaynor 16th Jan '18 335 2
Accessibility, service level - measurement question Mario 8th Jul '08 327 3
Third Party information Edwina 12th Dec '17 325 2
sales scripts shane 11th May '01 313 33
Peak hours for call centers Dee 31st Dec '02 301 2
Avaya Agent on Hold and Outbound Calls Elwyn 11th Apr '08 301 3
interpreting words & body lanuage of the phone Stella 7th Dec '17 300 2
Home Working Jschafer 8th Jan '18 300 2
Forecast Accuracy Steve 1st Apr '08 292 5
Offered Calls Scott 27th Jul '06 290 9
SLA to PCA in WFM? Ken 17th May '12 285 2
Multi-Tier Contact Centres Anon 3rd Jun '03 275 18
Measuring Abandonment Rate % Mohamed 17th May '07 274 10
The Data Protection Conundrum and the Contact Centre Closed 20th Jul '06 273 4
Telecommuting Closed 25th Aug '05 267 10
Symposium CallsGivenForceDisconnect and General SL/Abandoned Call Question Daniel 28th Sep '05 261 12
User Acceptance Testing Liam 20th Oct '05 257 5
Avaya CMS Call Recording Query Jim 25th Sep '07 252 4
Call Centre Lighting Lee 28th Jul '06 250 3
Liven up the Atmosphere Pushkar 30th Mar '05 248 27
Help me to learn about Davox Alvin 7th Jun '09 246 3
Call Recording in France and Germany christine 3rd Aug '09 243 3
Ideas for Team Meetings Adele 17th Jul '17 239 3
Soft dialler definition Dave 23rd May '08 223 3
Cleaning Foam Ear Covers Marianne 7th Jan '03 215 8
Call Centre Association (UK) John 9th Jan '04 212 5
Setting up a New Call Centre john 7th Feb '02 211 37
Call cnetre agent performance targets Gemma 14th Oct '03 211 10
Quality Assurance Staff to Agent Ratio Therese 19th Jun '17 210 2
Suicidal Workflow Tyler 13th Feb '18 206 4
NPS Software Sharee 23rd Mar '18 206 2
Call centre executive krishna 13th Feb '18 201 2
Flexible Working in the Call Centre Zoe 29th Jun '05 199 6
Outbound Security Emma 28th Nov '08 199 11
Call Center Staffing Case Abdul Rahman 3rd Feb '14 195 2
Predictive Dialer Ashish 29th Sep '09 194 5
Best locations for new call centre Nigel 4th Aug '17 190 4
Call Centers in China or Taiwan Shubby 23rd Feb '03 189 3
Legal issues for call center agents working from home vincent 6th Nov '03 188 4
Pre Recorded Dialler Messages Jon 13th Oct '05 188 10
Collections Controls Christine 23rd Feb '18 188 2
Quiet periods Antony 9th Aug '01 187 5
INDIAN CALL CENTERS AND BPO UNITS BEWARE OF FRAUDS Deepak 29th Jan '03 185 6
Back Office Productivity Software Paul 20th Jul '05 185 3
Acronyms nick 1st Oct '03 180 4
Dialer & Collection Metrics Tony 25th Apr '09 180 3
call centers in ireland John 3rd Feb '03 179 8
Call Flow Modelling John 8th Nov '07 178 2
Setting up new call center Deshbir 14th May '04 176 8
French and German Call Centre Sourcing Paul 4th Aug '05 176 11
Effects of reducing opening hours in an inbound sales call center Kristian 3rd Sep '10 176 4
Handling Outbound Calls John 10th Apr '12 176 2
Employee Retention - A Major Hurdle (An Indian Perspective) Shekhar 12th Feb '03 175 4
Call Centre Hints and Tips Jonty 13th Nov '06 173 18
Has technology gone *too* far? John 18th Apr '01 171 47
Technology Needed for 200 Seat Call Centre Debra 24th Mar '04 171 10
The outbound Call Centre: Profit vs. Loss Claire 27th Jul '07 168 2
what is a acceptable of percentage of available time in productive time. David 6th Feb '08 168 4
VOIP Issues Justin 11th May '07 167 10
Using "Queue Buster" in the Call Centre Kevin 15th Mar '07 166 7
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