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 2733 13
Forecast Variance Calculation Rod 20th Jan '04 2658 6
Computing FTE for Chat account Martin 24th Aug '11 1013 2
WFM - Genesys or Aspect or Blue Pumpkin (for 600 agents) Oscar 17th Feb '06 958 19
Business Continuity Plan Yogendra 17th Jul '17 848 2
Service Level Calculations Louise 8th Sep '09 719 8
Standard Operating Procedures Abhilasha 16th Jun '03 696 6
Calculate FTE for an Outbound Campaign Stuart 9th May '11 649 6
Recommended Workforce Management Software Glenn 10th Jun '03 600 17
Erlang C with Excel 2007 Graham 29th Jul '08 570 12
WFM question - Agents required Mahesh 5th Apr '08 507 8
Forecasting using Calls Offered Chris 23rd Mar '05 494 11
Defining KPI's for outbound Telesales Team Leaders Richard 3rd Nov '03 480 8
Ratio of supervisors or trainers per Customer service rep. Francine 7th Feb '02 427 4
Grade of Service Analysis - Help! B 8th Dec '03 408 19
Abandon % Calculation and the "self abandoned" call Ian 25th Jul '05 400 26
How to calculate staffing for chat process Sunil 8th Nov '11 357 2
Erlang formula and question Kevin 19th Nov '09 342 5
Staffing - FTE Required santosh 29th Nov '05 315 40
Dress Up Theme Days any ideas? Jubril 5th Dec '03 314 5
Occupancy Mark 7th Aug '02 303 11
Average Speed of Answer Hasan 29th Feb '12 291 5
FTE Computation (Week View) Michael 25th Jul '09 228 11
long term forecasts richard 28th Nov '09 221 3
Setting up a call centre Sameer 22nd Feb '02 204 5
Not Ready Codes Paul 5th Jan '04 201 13
Recruitment Claire 4th Jun '04 201 5
rota formats Chris 5th May '04 193 26
Noise and stress in a Hospital Switchboard Steven 21st Apr '09 184 8
Question about AHT Jen 17th Jun '05 181 14
The power of 1 Michael 17th Jun '09 176 11
Erlang for Excel Requriements versus Resource Model Requirements Vosy 1st Feb '05 164 18
Genesys-WFM emilio 29th Sep '04 160 4
Dress Codes David 28th Jul '03 156 29
How to do multiskilling in IEX OR simple excel Ritesh 13th Nov '05 155 3
Self-directed work teams Charlotte 13th Jul '01 144 2
Erlang Forecasting in Excel - mins in interval Philip 9th Oct '08 144 3
Reducing AHT Ajith kumar 14th Sep '07 139 10
ABANDONED CALLS - TOLERANCE LEVELS ?? MARK 30th Jan '02 138 3
Sickness Target Chris 17th Jun '04 137 29
Does anyone have any good tips for staff motivation? Jim 18th Apr '01 135 94
Forecasting: What tools do you use? Wil 19th Oct '09 135 12
Total Headcount vs. FTE Per Hour Pamela 9th Nov '09 134 3
How to increase your RPC numbers? Andy 11th Jun '07 132 3
Forecast Chats - Factoring in Multiple Windows Dan 6th Feb '08 130 4
call center Setup asif 7th Oct '06 129 6
Calculating FTE for a Contact Centre Stuart 17th Oct '12 127 3
Diploma in Call Centre Management Anne 10th Oct '01 124 4
Is using WFM tool effective for a call centre manned by 20-30 agents? Indrani 4th Dec '03 124 9
Work Force Management Software Joanne 15th Aug '01 120 2
Setting up a small internal call centre Elaine 24th Feb '06 119 7
Setting up a Small Size Call Center Mustafa 12th May '08 119 5
Need Tips Using Telemarketers To Sell Web Hosting Colin 11th Jun '03 118 5
Indian Language and outbound training rich 15th Dec '03 118 32
Calculating Shrinkage Matthew 8th Sep '11 118 4
Rewards & Recognition for Project Management team Sara 19th Nov '01 117 2
Headset control Ann-Marie 4th Jan '08 117 3
Using Genesys WFM C-N 3rd Jun '08 115 4
Multiple rotas within 24/7 Contact Centre Lauren 4th Aug '10 115 2
Forecast Accuracy - Industry Standards Anthony 6th Jan '15 115 2
Applying Shrinkages Tim 12th Jan '06 114 12
Forecast variance sophie 30th Jul '09 114 3
Calculate FTE needed per hour and create shifts Alexander 7th Jul '17 114 2
Staff Planner Robert 24th Aug '01 113 7
Request Training Inputs Venkateshwara Prasad 4th Oct '02 112 3
Can you give me any new /good ideas about building utilisation models..? Jayne 4th Mar '03 112 4
Attrition formula Mel 5th Mar '03 112 2
Forecasting HelpDesk Calls--Methodology Dan 14th Aug '07 112 2
WFM Tool Cost Louise 4th Nov '09 112 3
Back Office Forecast Pradeep 28th Jul '11 112 2
Call centre working conditions Bob 18th Apr '01 111 9
Multi Q Management Paul Yuknis 15th Nov '05 111 5
Fire Alarm/Bomb Threat Craig 2nd Dec '09 111 5
IT,s That Time Of The Year Again (Invite for CCV Members) John 7th Nov '06 110 7
Blue Pumpkin Automatic Holiday Assignment Scott 29th Apr '08 110 8
Support staff Anon 30th Apr '02 109 4
All Lines Busy and Abandon Forecast William 26th Oct '05 109 2
Scheduling Shuchi 11th Jun '08 109 2
FTE Requirements for blended agents Wil 24th Aug '09 109 4
Call Queue Times and Costs to Customers - ICSTIS REGULATION Elaine 30th Aug '06 108 17
Blended FTE's Vitor 17th Sep '08 108 4
Cost per Vitor 4th May '10 107 3
Agent Productivity & Monitoring Kevin 21st Mar '02 106 2
Excel Sheets.... For Scheduling / Resource Planning and Forecasting Tim 19th Dec '04 106 2
Call center KPI's Nikos 4th Dec '08 106 3
Homeworking - Pros & Cons Luke 18th Nov '09 106 7
workforce planning (WFP) for integrated call centre sophie 5th Mar '10 106 2
anyone know of a good rota/rosta planning tool David 19th Sep '01 105 5
Symposium v4.0 what can it do..getting the best out of? Tim 17th Jan '05 105 6
WE PUT CALL CENTRES TO THE TEST.. Jason 9th Aug '06 105 22
Opt for an automatic callback whilst queuing (your place in the queue is held) Mat 6th Feb '02 104 7
What Are The Most Important Issues Facing Contact Centres Now ? John 19th Feb '03 104 2
I'm dreaming of an empty Call Centre (and a white car park) Simon 26th Jan '04 104 14
How to pull Max Hold and Max Handle time from Avaya Shakti 21st Oct '08 104 2
Recession, global slowdown and the contact centre industry John 21st Mar '02 103 5
Understanding & using Erlang Dylan 30th Jun '03 103 2
GOS calculations Vs overstaffing Scott 5th Jan '06 103 5
Flexible working Closed 22nd Apr '05 101 3
Seasonal Ebb and Flow of Call Center business? Rachel 18th Oct '01 100 4
Blue Print for setting up and running a call centre Lindsay 20th Feb '02 100 12
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