Planning Strategy and Management
Issues related to running a call centre or customer service department
Subject Author Created Views Posts
Forecast Variance Calculation Rod 20th Jan '04 2898 6
Shrinkage Shuchi 13th Apr '08 2871 13
WFM - Genesys or Aspect or Blue Pumpkin (for 600 agents) Oscar 17th Feb '06 1073 19
Computing FTE for Chat account Martin 24th Aug '11 1067 2
Business Continuity Plan Yogendra 17th Jul '17 881 2
Service Level Calculations Louise 8th Sep '09 819 8
Standard Operating Procedures Abhilasha 16th Jun '03 813 6
Calculate FTE for an Outbound Campaign Stuart 9th May '11 728 6
Recommended Workforce Management Software Glenn 10th Jun '03 675 17
Erlang C with Excel 2007 Graham 29th Jul '08 603 12
Forecasting using Calls Offered Chris 23rd Mar '05 579 11
Defining KPI's for outbound Telesales Team Leaders Richard 3rd Nov '03 566 8
WFM question - Agents required Mahesh 5th Apr '08 553 8
Ratio of supervisors or trainers per Customer service rep. Francine 7th Feb '02 489 4
Abandon % Calculation and the "self abandoned" call Ian 25th Jul '05 480 26
Grade of Service Analysis - Help! B 8th Dec '03 464 19
Staffing - FTE Required santosh 29th Nov '05 406 40
How to calculate staffing for chat process Sunil 8th Nov '11 398 2
Erlang formula and question Kevin 19th Nov '09 394 5
Occupancy Mark 7th Aug '02 351 11
Dress Up Theme Days any ideas? Jubril 5th Dec '03 347 5
Average Speed of Answer Hasan 29th Feb '12 316 5
FTE Computation (Week View) Michael 25th Jul '09 277 11
rota formats Chris 5th May '04 271 26
long term forecasts richard 28th Nov '09 253 3
Not Ready Codes Paul 5th Jan '04 245 13
Setting up a call centre Sameer 22nd Feb '02 229 5
Question about AHT Jen 17th Jun '05 215 14
Noise and stress in a Hospital Switchboard Steven 21st Apr '09 215 8
Tracking Back Office Matt 9th Nov '17 214 2
Recruitment Claire 4th Jun '04 213 5
Erlang for Excel Requriements versus Resource Model Requirements Vosy 1st Feb '05 198 18
Genesys-WFM emilio 29th Sep '04 191 4
The power of 1 Michael 17th Jun '09 190 11
How to do multiskilling in IEX OR simple excel Ritesh 13th Nov '05 184 3
Dress Codes David 28th Jul '03 179 29
Erlang Forecasting in Excel - mins in interval Philip 9th Oct '08 169 3
Reducing AHT Ajith kumar 14th Sep '07 163 10
Self-directed work teams Charlotte 13th Jul '01 162 2
Does anyone have any good tips for staff motivation? Jim 18th Apr '01 160 94
Sickness Target Chris 17th Jun '04 159 29
How to increase your RPC numbers? Andy 11th Jun '07 157 3
ABANDONED CALLS - TOLERANCE LEVELS ?? MARK 30th Jan '02 156 3
Forecasting: What tools do you use? Wil 19th Oct '09 151 12
Total Headcount vs. FTE Per Hour Pamela 9th Nov '09 151 3
call center Setup asif 7th Oct '06 146 6
Forecast Chats - Factoring in Multiple Windows Dan 6th Feb '08 146 4
Diploma in Call Centre Management Anne 10th Oct '01 145 4
Calculating FTE for a Contact Centre Stuart 17th Oct '12 142 3
Calculate FTE needed per hour and create shifts Alexander 7th Jul '17 142 2
Is using WFM tool effective for a call centre manned by 20-30 agents? Indrani 4th Dec '03 139 9
Work Force Management Software Joanne 15th Aug '01 138 2
Can you give me any new /good ideas about building utilisation models..? Jayne 4th Mar '03 133 4
Need Tips Using Telemarketers To Sell Web Hosting Colin 11th Jun '03 133 5
Setting up a small internal call centre Elaine 24th Feb '06 133 7
Setting up a Small Size Call Center Mustafa 12th May '08 133 5
Back Office Forecast Pradeep 28th Jul '11 133 2
Rewards & Recognition for Project Management team Sara 19th Nov '01 132 2
Indian Language and outbound training rich 15th Dec '03 132 32
Calculating Shrinkage Matthew 8th Sep '11 132 4
Forecast Accuracy - Industry Standards Anthony 6th Jan '15 132 2
Multiple rotas within 24/7 Contact Centre Lauren 4th Aug '10 131 2
Applying Shrinkages Tim 12th Jan '06 130 12
Headset control Ann-Marie 4th Jan '08 130 3
Blue Pumpkin Automatic Holiday Assignment Scott 29th Apr '08 128 8
Using Genesys WFM C-N 3rd Jun '08 127 4
Homeworking - Pros & Cons Luke 18th Nov '09 127 7
Support staff Anon 30th Apr '02 126 4
Excel Sheets.... For Scheduling / Resource Planning and Forecasting Tim 19th Dec '04 126 2
Blended FTE's Vitor 17th Sep '08 126 4
Forecast variance sophie 30th Jul '09 126 3
FTE Requirements for blended agents Wil 24th Aug '09 126 4
WFM Tool Cost Louise 4th Nov '09 126 3
Staff Planner Robert 24th Aug '01 125 7
Forecasting HelpDesk Calls--Methodology Dan 14th Aug '07 125 2
Call centre working conditions Bob 18th Apr '01 124 9
Request Training Inputs Venkateshwara Prasad 4th Oct '02 124 3
Attrition formula Mel 5th Mar '03 124 2
Multi Q Management Paul Yuknis 15th Nov '05 124 5
Fire Alarm/Bomb Threat Craig 2nd Dec '09 123 5
anyone know of a good rota/rosta planning tool David 19th Sep '01 122 5
All Lines Busy and Abandon Forecast William 26th Oct '05 122 2
Call Queue Times and Costs to Customers - ICSTIS REGULATION Elaine 30th Aug '06 122 17
IT,s That Time Of The Year Again (Invite for CCV Members) John 7th Nov '06 122 7
GOS calculations Vs overstaffing Scott 5th Jan '06 120 5
Scheduling Shuchi 11th Jun '08 120 2
Cost per Vitor 4th May '10 120 3
Call center KPI's Nikos 4th Dec '08 119 3
Agent Productivity & Monitoring Kevin 21st Mar '02 118 2
Recession, global slowdown and the contact centre industry John 21st Mar '02 118 5
What Are The Most Important Issues Facing Contact Centres Now ? John 19th Feb '03 118 2
Understanding & using Erlang Dylan 30th Jun '03 118 2
WE PUT CALL CENTRES TO THE TEST.. Jason 9th Aug '06 118 22
workforce planning (WFP) for integrated call centre sophie 5th Mar '10 118 2
Seasonal Ebb and Flow of Call Center business? Rachel 18th Oct '01 117 4
How to pull Max Hold and Max Handle time from Avaya Shakti 21st Oct '08 117 2
I'm dreaming of an empty Call Centre (and a white car park) Simon 26th Jan '04 116 14
Symposium v4.0 what can it do..getting the best out of? Tim 17th Jan '05 116 6
Opt for an automatic callback whilst queuing (your place in the queue is held) Mat 6th Feb '02 115 7
Flexible working Closed 22nd Apr '05 115 3
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