The Latest Posts
This page shows the most recent additions to the discussion forums.
Category Topic Latest Comment When
Strategy How to calculate the number of agents required StevenGed 23rd Oct 18 23:07
Call Centre Management Knowledge Champion Jonty 23rd Oct 18 09:54
General Agent Ranking Jonty 23rd Oct 18 09:49
General Agent Ranking Bob 23rd Oct 18 01:29
Resource Planning and Forecasting Forecasting staff demand with different queue SLA subfuze 22nd Oct 18 21:11
Call Centre Management Knowledge Champion Jschafer 22nd Oct 18 19:33
Resource Planning and Forecasting Long Term Forcasting Jonty 22nd Oct 18 16:32
Resource Planning and Forecasting Long Term Forcasting S R C 22nd Oct 18 11:50
General Reports in a call/contact center Jonty 22nd Oct 18 10:15
Resource Planning and Forecasting Forecasting staff demand with different queue SLA Jonty 22nd Oct 18 10:12
Call Centre Management VSF Jonty 22nd Oct 18 09:31
Resource Planning and Forecasting Forecasting staff demand with different queue SLA subfuze 22nd Oct 18 01:28
Call Centre Management VSF Ibrahim 21st Oct 18 14:07
General Reports in a call/contact center Zuki 21st Oct 18 12:09
Call Centre Answers Emergency plan Jonty 18th Oct 18 10:52
Call Centre Answers Emergency plan mieke 18th Oct 18 09:04
General Resource Department requirements - Ratio of Planners to Agents Chris 17th Oct 18 12:35
Call Centre Answers Resource Planning - Staff Req (erlang calc) Multiple Queues Jonty 17th Oct 18 09:51
General Is a centralised complaints process/ team a good idea? Jonty 17th Oct 18 09:47
General Resource Department requirements - Ratio of Planners to Agents Jonty 17th Oct 18 09:40
General Quality Assessments Jonty 17th Oct 18 09:39
General Is a centralised complaints process/ team a good idea? Carl 17th Oct 18 08:43
General Quality Assessments Emma 17th Oct 18 07:39
Planning Strategy and Management Calls Handled vs Calls Presented Jonty 16th Oct 18 16:29
Resource Planning and Forecasting Converting Weekly FTE Impact to Monthly Jonty 16th Oct 18 16:26
Planning Strategy and Management Calls Handled vs Calls Presented Jason 16th Oct 18 14:01
Technology Whatsapp voice channels Jonty 16th Oct 18 13:47
General Resource Department requirements - Ratio of Planners to Agents donna 16th Oct 18 10:22
Call Centre Answers Resource Planning - Staff Req (erlang calc) Multiple Queues Robert 16th Oct 18 09:50
Technology Whatsapp voice channels Tarek 16th Oct 18 09:12
Resource Planning and Forecasting Converting Weekly FTE Impact to Monthly Joanna 16th Oct 18 08:52
Resource Planning and Forecasting Outlook Reporting Jonty 15th Oct 18 10:30
Call Centre Management AHT Glide Path (Learning curve) calculation Laura 15th Oct 18 08:43
Resource Planning and Forecasting Outlook Reporting Laura 15th Oct 18 08:40
Resource Planning and Forecasting Shift bidding alternatives Jonty 11th Oct 18 16:21
Resource Planning and Forecasting Does anyone have a example of a back office capacity plan Jonty 11th Oct 18 16:19