| 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 |
|
|
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