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This page shows the most popular discussions on the forums.
Forum Topic Views
Strategy How to Calculate the Number of Agents Required 244266
Resource Planning and Forecasting Actual Required FTE Calculation 71135
Call Centre Management How do you deal with Call Escalation? 70136
Call Centre Life Games ideas for an Office Olympic themed incentive 62842
Training and Staff Development What is a Business Dress Code these Days? 57280
Call Centre Answers Voice and Non-Voice in Process Means in BPO 51490
Call Centre Management Difference between Occupancy and Utilization 51051
Call Centre Life What should we call our front line call centre staff? 46662
Call Centre Answers Utilization calculation 40904
Call Centre Management FTE Calculations 40306
Call Centre Management AHT Glide Path (Learning curve) calculation 36960
Strategy Key metrics to include in the SOW 36911
Call Centre Management Quality Monitoring Forms 36046
Call Centre Management FTE Calculation Question 35312
Call Centre Management Regulations on outbound calling times 34984
Strategy Formula to calculate the call resolution 34686
Call Centre Management I need a good name for a new Contact Centre 34276
Call Centre Management Forecasting Service Levels in absence of WFM 33796
Resource Planning and Forecasting Industry Average- Acceptable Wait Time? 33171
Technology How to calculate AHT manually 30502
Call Centre Management Interview Question: Do you have experience working towards targets and KPIs 22670
Call Centre Management What is the Formula for Concurrency in Chat support 22205
Call Centre Management Staffing Calculator for Email queues 18573
Call Centre Management Bidding for Outsource Business 18065
Call Centre Management Typing while talking 14666
Call Centre Answers What Exactly is FTE? 14193
Call Centre Management Agents break times 13873
Call Centre Management Grade of Service Formulas 12815
Call Centre Answers Action Plans 12192
Call Centre Management Use of full names 12187
Resource Planning and Forecasting How to calculate FTE requirements on a monthly level 11923
Call Centre Answers Industry Standards For Calling Times 11684
Call Centre Management Cost per contact 11626
Call Centre Management To determine FTE requirements 11580
Call Centre Life What makes an outbound sales agent?? 11254
Call Centre Answers Agent Login productivity 11231
Call Centre Management Call evaluation criteria 11182
Call Centre Management Service Level Threshold Calculations 10948
Technology Agents Capacity 10860
Strategy Call Flow Design Best Practice 10817
Resource Planning and Forecasting Backoffice FTE Calculation 10813
Call Centre Answers Calls or Customers Per Hour Calculation 10416
Call Centre Management How to answer "Why should we hire you?" in interview? 9582
Call Centre Answers Scheduling breaks/ lunches in an excel report 9007
Customer Service Issues Capacity Planning Templates 8960
General Project Plan for new call centre set up 8916
Resource Planning and Forecasting Best Forecasting Method 8725
Call Centre Management Workforce Formula Computation Compilation 8657
Planning Strategy and Management Business Plan for Call Center 8546
Resource Planning and Forecasting FTE Calculation for Chat 8479
Customer Service Issues Making Notes on Customers Account 8194
Customer Service Issues Multi task 8193
Call Centre Life Calls Per Hour 8120
Call Centre Management Calculating Agent Availability % 8059
Products and Services Laws on Headsets 8021
Call Centre Management Buzz Session Energizers 7894
Resource Planning and Forecasting required FTE calculation (non-voice) 7691
Resource Planning and Forecasting How many seconds is 6 rings? 7420
Call Centre Management Quality Assurance Vs Team Supervisor 7239
Strategy 95% Answer rate predictor 7069