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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 226072
Call Centre Management How do you deal with Call Escalation? 56928
Resource Planning and Forecasting Actual Required FTE Calculation 54432
Call Centre Life Games ideas for an Office Olympic themed incentive 53135
Call Centre Life What should we call our front line call centre staff? 36927
Call Centre Management Difference between Occupancy and Utilization 36436
Training and Staff Development What is a Business Dress Code these Days? 34463
Call Centre Answers Utilization calculation 29459
Call Centre Management FTE Calculations 28703
Strategy Key metrics to include in the SOW 27225
Call Centre Management AHT Glide Path (Learning curve) calculation 26299
Call Centre Management Quality Monitoring Forms 26118
Call Centre Management Regulations on outbound calling times 25008
Call Centre Answers Voice and Non-Voice in Process Means in BPO 24916
Strategy Formula to calculate the call resolution 24896
Call Centre Management FTE Calculation Question 24714
Call Centre Management I need a good name for a new Contact Centre 24474
Call Centre Management Forecasting Service Levels in absence of WFM 23497
Resource Planning and Forecasting Industry Average- Acceptable Wait Time? 23302
Technology How to calculate AHT manually 20072
Call Centre Management What is the Formula for Concurrency in Chat support 19247
Call Centre Management Interview Question: Do you have experience working towards targets and KPIs 17887
Call Centre Management Staffing Calculator for Email queues 17501
Call Centre Management Typing while talking 13783
Call Centre Management Agents break times 13243
Call Centre Management Bidding for Outsource Business 12676
Call Centre Management Grade of Service Formulas 12501
Call Centre Answers What Exactly is FTE? 12398
Call Centre Management Use of full names 11747
Resource Planning and Forecasting How to calculate FTE requirements on a monthly level 11689
Call Centre Management Cost per contact 11538
Call Centre Management To determine FTE requirements 11279
Call Centre Life What makes an outbound sales agent?? 11206
Call Centre Management Call evaluation criteria 11079
Call Centre Answers Action Plans 11059
Call Centre Answers Industry Standards For Calling Times 10940
Call Centre Answers Agent Login productivity 10754
Strategy Call Flow Design Best Practice 10614
Call Centre Management Service Level Threshold Calculations 10601
Technology Agents Capacity 10283
Call Centre Management How to answer "Why should we hire you?" in interview? 9483
Call Centre Answers Calls Per Hour Calculation 9184
Resource Planning and Forecasting Best Forecasting Method 8631
General Project Plan for new call centre set up 8442
Resource Planning and Forecasting Backoffice FTE Caculation 8326
Call Centre Management Workforce Formula Computation Compilation 8299
Customer Service Issues Multi task 8142
Call Centre Life Calls Per Hour 7835
Call Centre Management Buzz Session Energizers 7804
Planning Strategy and Management Business Plan for Call Center 7797
Customer Service Issues Capacity Planning Templates 7718
Resource Planning and Forecasting required FTE calculation (non-voice) 7267
Resource Planning and Forecasting FTE Calculation for Chat 7030
Strategy 95% Answer rate predictor 6868
Customer Service Issues Making Notes on Customers Account 6686
Call Centre Management Quality Assurance Vs Team Supervisor 6662
Call Centre Management Excel Forecast 6633
Call Centre Answers Suggest Another name for a call center agent 6549
Call Centre Management Calculating Agent Availability % 6378
Technology Dashboard Reporting 6275