Planning Strategy and Management
Issues related to running a call centre or customer service department
Subject Author Created Views Posts
Email disclaimers and GDPR Graham 1st Feb '18 5723 2
Forecast Variance Calculation Rod 20th Jan '04 4264 6
Factors included in Shrinkage Shuchi 13th Apr '08 3648 13
WFM - Genesys or Aspect or Blue Pumpkin (for 600 agents) Oscar 17th Feb '06 1746 19
Standard Operating Procedures Abhilasha 16th Jun '03 1734 6
Service Level Calculations Louise 8th Sep '09 1420 8
Erlang formula and question Kevin 19th Nov '09 1385 6
Parameters for Calculating Average Speed of Answer Hasan 29th Feb '12 1292 6
Computing FTE for Chat account Martin 24th Aug '11 1258 2
Staffing - FTE Required santosh 29th Nov '05 1255 40
Abandon % Calculation and the "self abandoned" call Ian 25th Jul '05 1246 26
Calculate FTE for an Outbound Campaign Stuart 9th May '11 1219 6
Business Continuity Plan Yogendra 17th Jul '17 1192 2
Forecasting using Calls Offered Chris 23rd Mar '05 1123 11
How to get Service Level for Abandon based Program Sirajuddin 11th Feb '18 1004 2
Defining KPI's for outbound Telesales Team Leaders Richard 3rd Nov '03 998 8
Recommended Workforce Management Software Glenn 10th Jun '03 980 17
Occupancy Levels Mark 7th Aug '02 853 12
Erlang C with Excel 2007 Graham 29th Jul '08 799 12
Not Ready Codes Paul 5th Jan '04 787 13
Ratio of supervisors or trainers per Customer service rep. Francine 7th Feb '02 777 4
Grade of Service Analysis - Help! B 8th Dec '03 770 19
Dress Up Theme Days any ideas? Jubril 5th Dec '03 738 5
WFM question - Agents required Mahesh 5th Apr '08 729 8
4 hour Service Level John 27th Mar '18 717 3
Understanding & using Erlang Dylan 30th Jun '03 654 3
Calculate FTE needed per hour and create shifts Alexander 7th Jul '17 654 2
Private Sector - Call Centre Sickness Absence Rates Diane 8th May '18 599 2
Updated Internal communications Mina 23rd Dec '17 573 2
How to calculate staffing for chat process Sunil 8th Nov '11 554 2
FTE Computation (Week View) Michael 25th Jul '09 530 11
How to calculate no of agents present in a day Shourya 9th Jan '18 510 2
Forecasting: What tools do you use? Wil 19th Oct '09 494 12
call center Setup asif 7th Oct '06 469 7
rota formats Chris 5th May '04 465 26
long term forecasts richard 28th Nov '09 455 3
Lifeproblem Anon 16th Dec '17 429 0
Accounting for queue carry over between intervals and abandons? David 11th Jan '18 409 2
Tracking Back Office Matt 9th Nov '17 397 2
Noise and stress in a Hospital Switchboard Steven 21st Apr '09 387 8
Reducing AHT Ajith kumar 14th Sep '07 358 10
Setting up a call centre Sameer 22nd Feb '02 351 5
Question about AHT Jen 17th Jun '05 331 14
How to increase your RPC numbers? Andy 11th Jun '07 317 3
Dress Codes David 28th Jul '03 314 29
Wrap Time Target Tim 12th Apr '18 309 3
Genesys-WFM emilio 29th Sep '04 300 4
Agents do not have access to Agent Webstation in IEX Andrew 8th May '18 297 2
Is it possible to calculate required average handle time using Erlang? Erica 1st Feb '18 295 3
How to do multiskilling in IEX OR simple excel Ritesh 13th Nov '05 292 3
Universal Agent / Superagent team Cassandra 27th Jun '18 287 3
Does anyone have any good tips for staff motivation? Jim 18th Apr '01 286 94
Erlang for Excel Requriements versus Resource Model Requirements Vosy 1st Feb '05 282 18
Diploma in Call Centre Management Anne 10th Oct '01 272 4
ABANDONED CALLS - TOLERANCE LEVELS ?? MARK 30th Jan '02 272 3
Recruitment Claire 4th Jun '04 266 5
Utilisation Nahla 25th Feb '18 262 2
WE PUT CALL CENTRES TO THE TEST.. Jason 9th Aug '06 259 22
Erlang Forecasting in Excel - mins in interval Philip 9th Oct '08 258 3
Calculating Shrinkage Matthew 8th Sep '11 256 4
Total Headcount vs. FTE Per Hour Pamela 9th Nov '09 249 3
The power of 1 Michael 17th Jun '09 244 11
Sickness Target Chris 17th Jun '04 237 29
Self-directed work teams Charlotte 13th Jul '01 235 2
Using Genesys WFM C-N 3rd Jun '08 222 4
Forecast Accuracy - Industry Standards Anthony 6th Jan '15 220 2
Support staff Anon 30th Apr '02 216 4
Work Force Management Software Joanne 15th Aug '01 215 2
Blended FTE's Vitor 17th Sep '08 214 4
Excel Sheets.... For Scheduling / Resource Planning and Forecasting Tim 19th Dec '04 213 2
Forecast Chats - Factoring in Multiple Windows Dan 6th Feb '08 213 4
Rewards & Recognition for Project Management team Sara 19th Nov '01 209 2
Attrition formula Mel 5th Mar '03 207 2
Is using WFM tool effective for a call centre manned by 20-30 agents? Indrani 4th Dec '03 204 9
GOS calculations Vs overstaffing Scott 5th Jan '06 204 5
Call Queue Times and Costs to Customers - ICSTIS REGULATION Elaine 30th Aug '06 204 17
Calculating FTE for a Contact Centre Stuart 17th Oct '12 203 3
Forecast variance sophie 30th Jul '09 201 3
Forecasting HelpDesk Calls--Methodology Dan 14th Aug '07 199 2
FTE Requirements for blended agents Wil 24th Aug '09 199 4
Multi Q Management Paul Yuknis 15th Nov '05 197 5
Call center KPI's Nikos 4th Dec '08 197 3
Quality Evaluation Yalda 16th Apr '18 196 3
WFM Tool Cost Louise 4th Nov '09 195 3
Multiple rotas within 24/7 Contact Centre Lauren 4th Aug '10 195 2
Back Office Forecast Pradeep 28th Jul '11 193 2
Need Tips Using Telemarketers To Sell Web Hosting Colin 11th Jun '03 190 5
Setting up a Small Size Call Center Mustafa 12th May '08 190 5
Homeworking - Pros & Cons Luke 18th Nov '09 190 7
Can you give me any new /good ideas about building utilisation models..? Jayne 4th Mar '03 189 4
workforce planning (WFP) for integrated call centre sophie 5th Mar '10 188 2
Blue Pumpkin Automatic Holiday Assignment Scott 29th Apr '08 187 8
Setting up a small internal call centre Elaine 24th Feb '06 186 7
Staff Planner Robert 24th Aug '01 185 7
Applying Shrinkages Tim 12th Jan '06 185 12
Indian Language and outbound training rich 15th Dec '03 184 32
Headset control Ann-Marie 4th Jan '08 184 3
Call centre working conditions Bob 18th Apr '01 183 9
Fire Alarm/Bomb Threat Craig 2nd Dec '09 180 5
anyone know of a good rota/rosta planning tool David 19th Sep '01 176 5
  More topics...