The Most Popular Posts
This page shows the most popular discussions on the forums.
Forum Topic Views
Strategy How to calculate the number of agents required 145052
Call Centre Life At what point are you allowed to hang up on a caller? 54208
Call Centre Life Games ideas for an Office Olympic themed incentive 43151
Call Centre Management how do you deal with call escalation? 38617
Call Centre Life What should we call our front line call centre staff? 28473
Call Centre Management AHT Glide Path (Learning curve) calculation 17164
Strategy Formula to calculate the call resolution 16217
Call Centre Management I need a good name for a new Contact Centre 16195
Call Centre Management Regulations on outbound calling times 15451
Call Centre Management Quality Monitoring Forms 14696
Resource Planning and Forecasting Actual Required FTE Calculation 13938
Call Centre Management Forecasting Service Levels in absence of WFM 12925
Call Centre Management FTE Calculation Question 12370
Call Centre Answers How to get first client? 11013
Call Centre Life What makes an outbound sales agent?? 10779
Call Centre Management Call evaluation criteria 10193
Call Centre Management Grade of Service Formulas 10053
Call Centre Management To determine FTE requirements 9474
Call Centre Management Agents break times 9404
Resource Planning and Forecasting Acceptable Waiting Time? 9386
Strategy Call Flow Design Best Practice 9176
Call Centre Management Use of full names 8965
Call Centre Management Typing while talking 8929
Call Centre Management How to answer "Why should we hire you?" in interview? 8914
Call Centre Management Staffing Calculator for Email queues 8739
Call Centre Management Cost per contact 8057
Technology How to calculate AHT manually 6915
Call Centre Answers Utilization calculation 6905
Resource Planning and Forecasting Best Forecasting Method 6783
Resource Planning and Forecasting How to calculate FTE requirements on a monthly level 6703
Technology Agents Capacity 6607
Call Centre Management Buzz Session Energizers 6356
Call Centre Management Excel Forecast 6287
Call Centre Life Calls Per Hour 5878
Resource Planning and Forecasting Verint Impact 360 Manual 5773
Call Centre Answers Industry Standards For Calling Times 5762
Technology Dashboard Reporting 5692
Strategy 95% Answer rate predictor 5666
Call Centre Management Service Level Threshold Calculations 5634
Call Centre Management FTE Calculations 5393
Call Centre Management What makes a good team leader 5393
Call Centre Answers Agent Login productivity 5261
Training and Staff Development Dress code 4932
Technology AVAYA CMS Reporting 4912
Call Centre Answers Action Plans 4641
Call Centre Management Quality outbound calls how many per agent? 4608
Technology Taking Payments 4574
Call Centre Management Workforce Formula Computation Compilation 4544
Call Centre Management Formula required for Concurrency in Chat support 4497
Call Centre Answers Agent to Team Leader ? Help ! 4476
Call Centre Management Attendance and Punctuality 4396
Call Centre Management Call Abandon Rate 4365
Call Centre Answers FTE 4282
Call Centre Life The Call Centre A modern day cultural horror story??? 4264
Call Centre Management How do I reduce my Wrap and Hold time? 4236
General Project Plan for new call centre set up 4177
Call Centre Life Tone of voice 4131
Strategy Month Long Game 4074
Call Centre Management Call centre training material / call coaching etc 4063
Call Centre Management Quality Assurance Vs Team Supervisor 3997