The Latest Posts

This page shows the most recent additions to the discussion forums.
Category Topic Latest Comment When
Call Centre Answers What is the difference between occupancy and utlisation Gayathri 18th Apr 19 20:53
Products and Services Verint VS NICE IEX Brian 18th Apr 19 18:31
Call Centre Management Digging out of backlog without impacting Service Level Mat 18th Apr 19 17:48
Call Centre Life Contact Center/Customer Service Awards Darcy 17th Apr 19 20:00
Training and Staff Development Screen capture software Jonty 16th Apr 19 16:12
Call Centre Management Removing AHT Completely Jonty 16th Apr 19 12:04
Customer Service Issues Capital Index Asking For 3rd Party information Jonty 15th Apr 19 15:35
Training and Staff Development Screen capture software Peter 15th Apr 19 09:43
Customer Service Issues Capital Index Asking For 3rd Party information shyam 14th Apr 19 19:43
Call Centre Management Removing AHT Completely Michael 13th Apr 19 11:14
Resource Planning and Forecasting How to calculate HC using Erlang calculator when 1 agent handle 2~3 chats at the same time. Jonty 12th Apr 19 13:23
Resource Planning and Forecasting How to calculate HC using Erlang calculator when 1 agent handle 2~3 chats at the same time. GINSEO 12th Apr 19 04:23
Call Centre Management Cell Phone Policies: Remote Workers Jonty 11th Apr 19 17:30
Strategy How to have agents handle angry customers? Jonty 11th Apr 19 17:27
Strategy How to have agents handle angry customers? Corie 11th Apr 19 14:36
Call Centre Answers How to calculate occupancy on back office John 10th Apr 19 19:06
Call Centre Answers FTE required John 10th Apr 19 19:04
Resource Planning and Forecasting FTE for an outbound service. John 10th Apr 19 19:02
Products and Services Looking for an affordable WFM software while changing our phone system John 10th Apr 19 18:58
Call Centre Management Cell Phone Policies: Remote Workers Patience 10th Apr 19 15:02
Products and Services Looking for an affordable WFM software while changing our phone system Sebastien 09th Apr 19 18:30
Call Centre Answers How to calculate occupancy on back office John 09th Apr 19 09:01
Resource Planning and Forecasting Weekly FTE / Cap Plan / Reduced Op Hours Leisha 09th Apr 19 01:50
Resource Planning and Forecasting FTE for an outbound service. Alecs 08th Apr 19 17:41
Resource Planning and Forecasting Weekly FTE / Cap Plan / Reduced Op Hours Jonty 08th Apr 19 16:41
Resource Planning and Forecasting FTE Calculation at a monthly Jonty 08th Apr 19 15:50
Resource Planning and Forecasting Weekly FTE / Cap Plan / Reduced Op Hours Leisha 06th Apr 19 18:11
Resource Planning and Forecasting Weekly FTE / Cap Plan / Reduced Op Hours Leisha 06th Apr 19 18:07
Resource Planning and Forecasting FTE Calculation at a monthly selwyn 04th Apr 19 15:27
General Split/Skill Summary Interval Jonty 03rd Apr 19 16:33
General Setting a Split/Skill Summary Daily to display multiple skills Jonty 03rd Apr 19 16:25
Planning Strategy and Management Call Center set up implementation plan template in Microsoft Project format Jonty 03rd Apr 19 08:46
Planning Strategy and Management Call Center set up implementation plan template in Microsoft Project format Jonathan 03rd Apr 19 03:58
General Split/Skill Summary Interval Kim 02nd Apr 19 18:49
General Setting a Split/Skill Summary Daily to display multiple skills Kevin 02nd Apr 19 17:20
General Outbound RPC (Right Party Contact) Jonty 02nd Apr 19 11:22