Planning Strategy and Management
Issues related to running a call centre or customer service department
Subject Author Created Views Posts
Shrinkage Shuchi 13th Apr '08 2636 13
Forecast Variance Calculation Rod 20th Jan '04 2372 6
Computing FTE for Chat account Martin 24th Aug '11 958 2
WFM - Genesys or Aspect or Blue Pumpkin (for 600 agents) Oscar 17th Feb '06 879 19
Business Continuity Plan Yogendra 17th Jul '17 761 2
Service Level Calculations Louise 8th Sep '09 635 8
Calculate FTE for an Outbound Campaign Stuart 9th May '11 575 6
Recommended Workforce Management Software Glenn 10th Jun '03 543 17
Standard Operating Procedures Abhilasha 16th Jun '03 530 6
Erlang C with Excel 2007 Graham 29th Jul '08 507 12
WFM question - Agents required Mahesh 5th Apr '08 475 8
Forecasting using Calls Offered Chris 23rd Mar '05 435 11
Defining KPI's for outbound Telesales Team Leaders Richard 3rd Nov '03 411 8
Grade of Service Analysis - Help! B 8th Dec '03 374 19
Ratio of supervisors or trainers per Customer service rep. Francine 7th Feb '02 369 4
Abandon % Calculation and the "self abandoned" call Ian 25th Jul '05 340 26
How to calculate staffing for chat process Sunil 8th Nov '11 318 2
Erlang formula and question Kevin 19th Nov '09 304 5
Occupancy Mark 7th Aug '02 250 11
Staffing - FTE Required santosh 29th Nov '05 246 40
Dress Up Theme Days any ideas? Jubril 5th Dec '03 244 5
Recruitment Claire 4th Jun '04 196 5
FTE Computation (Week View) Michael 25th Jul '09 190 11
long term forecasts richard 28th Nov '09 189 3
Setting up a call centre Sameer 22nd Feb '02 175 5
Not Ready Codes Paul 5th Jan '04 163 13
The power of 1 Michael 17th Jun '09 163 11
Average Speed of Answer Hasan 29th Feb '12 162 5
Question about AHT Jen 17th Jun '05 160 14
Noise and stress in a Hospital Switchboard Steven 21st Apr '09 157 8
rota formats Chris 5th May '04 155 26
Dress Codes David 28th Jul '03 148 29
Erlang for Excel Requriements versus Resource Model Requirements Vosy 1st Feb '05 136 18
How to do multiskilling in IEX OR simple excel Ritesh 13th Nov '05 131 3
Self-directed work teams Charlotte 13th Jul '01 130 2
ABANDONED CALLS - TOLERANCE LEVELS ?? MARK 30th Jan '02 130 3
Genesys-WFM emilio 29th Sep '04 130 4
Reducing AHT Ajith kumar 14th Sep '07 129 10
Erlang Forecasting in Excel - mins in interval Philip 9th Oct '08 126 3
Forecasting: What tools do you use? Wil 19th Oct '09 124 12
call center Setup asif 7th Oct '06 122 6
Sickness Target Chris 17th Jun '04 120 29
Calculating FTE for a Contact Centre Stuart 17th Oct '12 120 3
Total Headcount vs. FTE Per Hour Pamela 9th Nov '09 119 3
Does anyone have any good tips for staff motivation? Jim 18th Apr '01 118 94
Forecast Chats - Factoring in Multiple Windows Dan 6th Feb '08 118 4
Setting up a small internal call centre Elaine 24th Feb '06 115 7
How to increase your RPC numbers? Andy 11th Jun '07 115 3
Is using WFM tool effective for a call centre manned by 20-30 agents? Indrani 4th Dec '03 114 9
Diploma in Call Centre Management Anne 10th Oct '01 113 4
Setting up a Small Size Call Center Mustafa 12th May '08 113 5
Calculating Shrinkage Matthew 8th Sep '11 112 4
Work Force Management Software Joanne 15th Aug '01 111 2
Need Tips Using Telemarketers To Sell Web Hosting Colin 11th Jun '03 111 5
Indian Language and outbound training rich 15th Dec '03 111 32
Request Training Inputs Venkateshwara Prasad 4th Oct '02 108 3
Forecasting HelpDesk Calls--Methodology Dan 14th Aug '07 108 2
Headset control Ann-Marie 4th Jan '08 108 3
Using Genesys WFM C-N 3rd Jun '08 108 4
WFM Tool Cost Louise 4th Nov '09 108 3
Multiple rotas within 24/7 Contact Centre Lauren 4th Aug '10 108 2
Forecast Accuracy - Industry Standards Anthony 6th Jan '15 108 2
Staff Planner Robert 24th Aug '01 107 7
Rewards & Recognition for Project Management team Sara 19th Nov '01 107 2
Attrition formula Mel 5th Mar '03 107 2
Applying Shrinkages Tim 12th Jan '06 107 12
Forecast variance sophie 30th Jul '09 107 3
All Lines Busy and Abandon Forecast William 26th Oct '05 105 2
Scheduling Shuchi 11th Jun '08 105 2
Cost per Vitor 4th May '10 104 3
Can you give me any new /good ideas about building utilisation models..? Jayne 4th Mar '03 103 4
IT,s That Time Of The Year Again (Invite for CCV Members) John 7th Nov '06 103 7
Fire Alarm/Bomb Threat Craig 2nd Dec '09 103 5
workforce planning (WFP) for integrated call centre sophie 5th Mar '10 103 2
Symposium v4.0 what can it do..getting the best out of? Tim 17th Jan '05 102 6
Multi Q Management Paul Yuknis 15th Nov '05 102 5
Blue Pumpkin Automatic Holiday Assignment Scott 29th Apr '08 102 8
Call center KPI's Nikos 4th Dec '08 102 3
FTE Requirements for blended agents Wil 24th Aug '09 102 4
Call centre working conditions Bob 18th Apr '01 101 9
Support staff Anon 30th Apr '02 101 4
Excel Sheets.... For Scheduling / Resource Planning and Forecasting Tim 19th Dec '04 101 2
WE PUT CALL CENTRES TO THE TEST.. Jason 9th Aug '06 101 22
What Are The Most Important Issues Facing Contact Centres Now ? John 19th Feb '03 100 2
Call Queue Times and Costs to Customers - ICSTIS REGULATION Elaine 30th Aug '06 100 17
Blended FTE's Vitor 17th Sep '08 100 4
Agent Productivity & Monitoring Kevin 21st Mar '02 99 2
Recession, global slowdown and the contact centre industry John 21st Mar '02 99 5
Understanding & using Erlang Dylan 30th Jun '03 99 2
Back Office Forecast Pradeep 28th Jul '11 99 2
Calculate FTE needed per hour and create shifts Alexander 7th Jul '17 99 2
Flexible working Closed 22nd Apr '05 98 3
How to pull Max Hold and Max Handle time from Avaya Shakti 21st Oct '08 98 2
Homeworking - Pros & Cons Luke 18th Nov '09 98 7
anyone know of a good rota/rosta planning tool David 19th Sep '01 97 5
Seasonal Ebb and Flow of Call Center business? Rachel 18th Oct '01 97 4
Opt for an automatic callback whilst queuing (your place in the queue is held) Mat 6th Feb '02 97 7
I'm dreaming of an empty Call Centre (and a white car park) Simon 26th Jan '04 97 14
GOS calculations Vs overstaffing Scott 5th Jan '06 97 5
Playing pre-recorded messages on dialler Brian 30th Mar '07 97 9
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