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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 194612
Call Centre Life Games ideas for an Office Olympic themed incentive 47215
Call Centre Management How do you deal with Call Escalation? 46465
Resource Planning and Forecasting Actual Required FTE Calculation 33794
Call Centre Life What should we call our front line call centre staff? 31206
Training and Staff Development What is a Business Dress Code these Days? 23138
Call Centre Answers How to get first client? 22865
Strategy Key metrics to include in the SOW 21821
Call Centre Management Quality Monitoring Forms 19944
Call Centre Management AHT Glide Path (Learning curve) calculation 19730
Call Centre Management Difference between Occupancy and Utilization 19485
Strategy Formula to calculate the call resolution 19125
Call Centre Management I need a good name for a new Contact Centre 18814
Call Centre Answers Utilization calculation 18810
Call Centre Management Regulations on outbound calling times 18362
Call Centre Management FTE Calculations 18318
Call Centre Management FTE Calculation Question 17485
After Hours and Humour Dear IT Support 17167
Resource Planning and Forecasting Acceptable Waiting Time? 17067
Call Centre Management Forecasting Service Levels in absence of WFM 16807
Call Centre Management Staffing Calculator for Email queues 14080
Call Centre Management Formula required for Concurrency in Chat support 13354
Technology How to calculate AHT manually 12003
Call Centre Management Agents break times 11944
Call Centre Management Grade of Service Formulas 11733
Call Centre Management Typing while talking 11674
Call Centre Life What makes an outbound sales agent?? 11129
Call Centre Answers Voice and non-voice in BPO 11113
Call Centre Management Call evaluation criteria 10803
Call Centre Management To determine FTE requirements 10605
Call Centre Management Use of full names 10579
Call Centre Management Cost per contact 10305
Strategy Call Flow Design Best Practice 10153
Call Centre Answers Agent Login productivity 9367
Call Centre Management How to answer "Why should we hire you?" in interview? 9303
Call Centre Management Service Level Threshold Calculations 9205
Call Centre Answers What Exactly is FTE? 8753
Call Centre Answers Action Plans 8643
Technology Agents Capacity 8631
Resource Planning and Forecasting Best Forecasting Method 8316
Call Centre Answers Industry Standards For Calling Times 8242
Customer Service Issues Multi task 8055
Resource Planning and Forecasting Verint Impact 360 Manual 7853
Call Centre Management Buzz Session Energizers 7518
Technology AVAYA CMS Reporting 7417
Resource Planning and Forecasting How to calculate FTE requirements on a monthly level 7383
Call Centre Management Workforce Formula Computation Compilation 7183
General Project Plan for new call centre set up 6997
Call Centre Life Calls Per Hour 6941
Call Centre Management Excel Forecast 6534
Strategy 95% Answer rate predictor 6422
Planning Strategy and Management Email disclaimers and GDPR 6145
Technology Dashboard Reporting 6066
Call Centre Management Interview Question: Do you have experience working towards targets and KPIs 5855
Call Centre Management What makes a good team leader 5724
Call Centre Answers Calls Per Hour Calculation 5670
Call Centre Management Attendance and Punctuality 5642
Call Centre Management Quality outbound calls how many per agent? 5440
Technology Avaya Aux codes 5391
Planning Strategy and Management Forecast Variance Calculation 5220