| 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 |
|
|
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