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 2508 13
Forecast Variance Calculation Rod 20th Jan '04 2137 6
Computing FTE for Chat account Martin 24th Aug '11 911 2
WFM - Genesys or Aspect or Blue Pumpkin (for 600 agents) Oscar 17th Feb '06 829 19
Service Level Calculations Louise 8th Sep '09 534 8
Recommended Workforce Management Software Glenn 10th Jun '03 490 17
Calculate FTE for an Outbound Campaign Stuart 9th May '11 487 6
Erlang C with Excel 2007 Graham 29th Jul '08 460 12
WFM question - Agents required Mahesh 5th Apr '08 449 8
Forecasting using Calls Offered Chris 23rd Mar '05 400 11
Defining KPI's for outbound Telesales Team Leaders Richard 3rd Nov '03 346 8
Grade of Service Analysis - Help! B 8th Dec '03 339 19
Ratio of supervisors or trainers per Customer service rep. Francine 7th Feb '02 312 4
Abandon % Calculation and the "self abandoned" call Ian 25th Jul '05 303 26
Standard Operating Procedures Abhilasha 16th Jun '03 297 6
How to calculate staffing for chat process Sunil 8th Nov '11 267 2
Erlang formula and question Kevin 19th Nov '09 262 5
Occupancy Mark 7th Aug '02 208 11
Recruitment Claire 4th Jun '04 191 5
Staffing - FTE Required santosh 29th Nov '05 180 40
FTE Computation (Week View) Michael 25th Jul '09 166 11
Dress Up Theme Days any ideas? Jubril 5th Dec '03 158 5
long term forecasts richard 28th Nov '09 155 3
Average Speed of Answer Hasan 29th Feb '12 148 5
Noise and stress in a Hospital Switchboard Steven 21st Apr '09 140 8
Setting up a call centre Sameer 22nd Feb '02 139 5
Question about AHT Jen 17th Jun '05 130 14
Not Ready Codes Paul 5th Jan '04 129 13
rota formats Chris 5th May '04 129 26
Dress Codes David 28th Jul '03 127 29
Reducing AHT Ajith kumar 14th Sep '07 120 10
The power of 1 Michael 17th Jun '09 120 11
Erlang for Excel Requriements versus Resource Model Requirements Vosy 1st Feb '05 115 18
Erlang Forecasting in Excel - mins in interval Philip 9th Oct '08 115 3
How to do multiskilling in IEX OR simple excel Ritesh 13th Nov '05 114 3
call center Setup asif 7th Oct '06 114 6
Self-directed work teams Charlotte 13th Jul '01 113 2
ABANDONED CALLS - TOLERANCE LEVELS ?? MARK 30th Jan '02 112 3
Forecasting: What tools do you use? Wil 19th Oct '09 111 12
Does anyone have any good tips for staff motivation? Jim 18th Apr '01 110 94
Forecast Chats - Factoring in Multiple Windows Dan 6th Feb '08 110 4
Setting up a small internal call centre Elaine 24th Feb '06 108 7
Need Tips Using Telemarketers To Sell Web Hosting Colin 11th Jun '03 107 5
Sickness Target Chris 17th Jun '04 107 29
Genesys-WFM emilio 29th Sep '04 107 4
Total Headcount vs. FTE Per Hour Pamela 9th Nov '09 107 3
Setting up a Small Size Call Center Mustafa 12th May '08 104 5
Work Force Management Software Joanne 15th Aug '01 102 2
Indian Language and outbound training rich 15th Dec '03 102 32
How to increase your RPC numbers? Andy 11th Jun '07 102 3
Headset control Ann-Marie 4th Jan '08 102 3
Calculating FTE for a Contact Centre Stuart 17th Oct '12 102 3
Using Genesys WFM C-N 3rd Jun '08 101 4
Multiple rotas within 24/7 Contact Centre Lauren 4th Aug '10 101 2
Diploma in Call Centre Management Anne 10th Oct '01 100 4
Staff Planner Robert 24th Aug '01 99 7
Is using WFM tool effective for a call centre manned by 20-30 agents? Indrani 4th Dec '03 99 9
Symposium v4.0 what can it do..getting the best out of? Tim 17th Jan '05 99 6
IT,s That Time Of The Year Again (Invite for CCV Members) John 7th Nov '06 99 7
WFM Tool Cost Louise 4th Nov '09 99 3
Call center KPI's Nikos 4th Dec '08 98 3
Forecast variance sophie 30th Jul '09 98 3
Fire Alarm/Bomb Threat Craig 2nd Dec '09 98 5
Cost per Vitor 4th May '10 98 3
Call centre working conditions Bob 18th Apr '01 97 9
Applying Shrinkages Tim 12th Jan '06 97 12
Excel Sheets.... For Scheduling / Resource Planning and Forecasting Tim 19th Dec '04 96 2
Scheduling Shuchi 11th Jun '08 96 2
Blended FTE's Vitor 17th Sep '08 96 4
Rewards & Recognition for Project Management team Sara 19th Nov '01 95 2
Agent Productivity & Monitoring Kevin 21st Mar '02 95 2
ELEMENTS OF A SUCCESSFUL TELEMARKETING CAMPAIGN Avinash 7th May '02 95 1
Request Training Inputs Venkateshwara Prasad 4th Oct '02 95 3
What Are The Most Important Issues Facing Contact Centres Now ? John 19th Feb '03 95 2
Flexible working Closed 22nd Apr '05 95 3
Forecasting HelpDesk Calls--Methodology Dan 14th Aug '07 95 2
FTE Requirements for blended agents Wil 24th Aug '09 95 4
Calculating Shrinkage Matthew 8th Sep '11 95 4
Recession, global slowdown and the contact centre industry John 21st Mar '02 94 5
Support staff Anon 30th Apr '02 94 4
Can you give me any new /good ideas about building utilisation models..? Jayne 4th Mar '03 94 4
Multi Q Management Paul Yuknis 15th Nov '05 94 5
Call Queue Times and Costs to Customers - ICSTIS REGULATION Elaine 30th Aug '06 94 17
Answer machine response rates - manual messages v's played messages Andy 6th May '08 94 5
How to pull Max Hold and Max Handle time from Avaya Shakti 21st Oct '08 94 2
Homeworking - Pros & Cons Luke 18th Nov '09 94 7
anyone know of a good rota/rosta planning tool David 19th Sep '01 93 5
Seasonal Ebb and Flow of Call Center business? Rachel 18th Oct '01 93 4
Attrition formula Mel 5th Mar '03 93 1
Blue Pumpkin Automatic Holiday Assignment Scott 29th Apr '08 93 8
workforce planning (WFP) for integrated call centre sophie 5th Mar '10 93 2
Call centres and recession...?? Bob 20th Apr '01 92 18
Opt for an automatic callback whilst queuing (your place in the queue is held) Mat 6th Feb '02 92 7
Specialized Leads Adam 17th Aug '03 92 5
Resourcing Explained Dylan 27th Oct '03 92 8
I'm dreaming of an empty Call Centre (and a white car park) Simon 26th Jan '04 92 14
All Lines Busy and Abandon Forecast William 26th Oct '05 92 2
GOS calculations Vs overstaffing Scott 5th Jan '06 92 5
Optimum Call Volumes to warrant a call centre Wayne 5th Apr '06 92 8
Playing pre-recorded messages on dialler Brian 30th Mar '07 92 9
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