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 258885
Training and Staff Development What is a Business Dress Code these Days? 90798
Resource Planning and Forecasting Actual Required FTE Calculation 84899
Call Centre Management How do you deal with Call Escalation? 80067
Call Centre Answers Voice and Non-Voice in Process Means in BPO 71087
Call Centre Life Games ideas for an Office Olympic themed incentive 70926
Call Centre Management Difference between Occupancy and Utilization 61805
Call Centre Life What should we call our front line call centre staff? 54610
Call Centre Answers Utilization calculation 49861
Call Centre Management FTE Calculations 49419
Call Centre Management AHT Glide Path (Learning curve) calculation 45887
Strategy Key metrics to include in the SOW 44832
Call Centre Management Quality Monitoring Forms 44067
Call Centre Management FTE Calculation Question 43671
Call Centre Management Regulations on outbound calling times 43020
Strategy Formula to calculate the call resolution 42659
Call Centre Management I need a good name for a new Contact Centre 42265
Call Centre Management Forecasting Service Levels in absence of WFM 42193
Resource Planning and Forecasting Industry Average- Acceptable Wait Time? 41161
Technology How to calculate AHT manually 39978
Call Centre Management Interview Question: Do you have experience working towards targets and KPIs 26326
Call Centre Management What is the Formula for Concurrency in Chat support 24588
Call Centre Management Staffing Calculator for Email queues 19331
Call Centre Management Bidding for Outsource Business 19035
Call Centre Answers What Exactly is FTE 15733
Call Centre Management Typing while talking 15328
Call Centre Management Agents break times 14378
Call Centre Management Service Level Threshold Calculations 13698
Call Centre Management Grade of Service Formulas 13079
Call Centre Answers Action Plans 13026
Call Centre Management Use of full names 12372
Call Centre Answers Industry Standards For Calling Times 12201
Resource Planning and Forecasting How to calculate FTE requirements on a monthly level 12061
Call Centre Management To determine FTE requirements 11778
Call Centre Management Cost per contact 11698
Call Centre Answers Agent Login productivity 11581
Technology Agents Capacity 11377
Resource Planning and Forecasting Backoffice FTE Calculation 11308
Call Centre Life What makes an outbound sales agent?? 11296
Call Centre Management Call evaluation criteria 11251
Strategy Call Flow Design Best Practice 10943
Call Centre Answers Calls or Customers Per Hour Calculation 10882
Call Centre Management Calculating Agent Availability % 10116
Customer Service Issues Capacity Planning Templates 9769
Call Centre Management How to answer "Why should we hire you?" in interview? 9710
Resource Planning and Forecasting FTE Calculation for Chat 9684
Call Centre Answers Scheduling breaks/ lunches in an excel report 9378
General Project Plan for new call centre set up 9213
Customer Service Issues Making Notes on Customers Account 9086
Call Centre Management Workforce Formula Computation Compilation 8859
Resource Planning and Forecasting Best Forecasting Method 8795
Call Centre Management Effective 121 Scheduling 8711
Planning Strategy and Management Business Plan for Call Center 8676
Resource Planning and Forecasting How many seconds is 6 rings? 8603
Products and Services Laws on Headsets 8402
Call Centre Life Calls Per Hour 8299
Call Centre Management Profit and Loss statements in call centre 8233
Customer Service Issues Multi task 8231
Resource Planning and Forecasting required FTE calculation (non-voice) 8085
Call Centre Management Buzz Session Energizers 7990