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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 210001
Call Centre Management How do you deal with Call Escalation? 52575
Call Centre Life Games ideas for an Office Olympic themed incentive 52002
Resource Planning and Forecasting Actual Required FTE Calculation 43211
Call Centre Life What should we call our front line call centre staff? 35806
Training and Staff Development What is a Business Dress Code these Days? 31430
Call Centre Management Difference between Occupancy and Utilization 28230
After Hours and Humour Dear IT Support 27814
Strategy Key metrics to include in the SOW 26349
Call Centre Answers Utilization calculation 25144
Call Centre Management Quality Monitoring Forms 24728
Call Centre Management FTE Calculations 24540
Call Centre Management AHT Glide Path (Learning curve) calculation 24493
Strategy Formula to calculate the call resolution 23798
Call Centre Management I need a good name for a new Contact Centre 23414
Call Centre Management Regulations on outbound calling times 23052
Call Centre Management FTE Calculation Question 22558
Resource Planning and Forecasting Acceptable Waiting Time? 21798
Call Centre Management Forecasting Service Levels in absence of WFM 21779
Technology How to calculate AHT manually 16941
Call Centre Management Staffing Calculator for Email queues 15830
Call Centre Management Formula required for Concurrency in Chat support 15200
Call Centre Answers Voice and Non-Voice in Process Means in BPO 13602
Call Centre Management Agents break times 12408
Call Centre Management Typing while talking 12328
Call Centre Management Grade of Service Formulas 11964
Call Centre Management Cost per contact 11350
Resource Planning and Forecasting How to calculate FTE requirements on a monthly level 11326
Call Centre Life What makes an outbound sales agent?? 11156
Call Centre Management Use of full names 10961
Call Centre Management Call evaluation criteria 10892
Call Centre Management To determine FTE requirements 10863
Strategy Call Flow Design Best Practice 10313
Call Centre Answers What Exactly is FTE? 9975
Call Centre Answers Agent Login productivity 9874
Call Centre Management Service Level Threshold Calculations 9819
Technology Avaya Aux codes 9739
Call Centre Answers Industry Standards For Calling Times 9647
Resource Planning and Forecasting Verint Impact 360 Manual 9582
Call Centre Answers Action Plans 9531
Call Centre Management How to answer "Why should we hire you?" in interview? 9383
Technology Agents Capacity 9130
Resource Planning and Forecasting Best Forecasting Method 8454
Customer Service Issues Multi task 8087
Technology AVAYA CMS Reporting 7787
Call Centre Management Workforce Formula Computation Compilation 7645
Call Centre Management Buzz Session Energizers 7630
Call Centre Management Interview Question: Do you have experience working towards targets and KPIs 7506
General Project Plan for new call centre set up 7439
Call Centre Life Calls Per Hour 7201
Resource Planning and Forecasting Backoffice FTE Caculation 7121
Call Centre Answers Calls Per Hour Calculation 6615
Call Centre Management Excel Forecast 6571
Strategy 95% Answer rate predictor 6529
Planning Strategy and Management Email disclaimers and GDPR 6197
Technology Dashboard Reporting 6109
Call Centre Management Attendance and Punctuality 5859
Call Centre Management What makes a good team leader 5782
Planning Strategy and Management Forecast Variance Calculation 5637
Call Centre Management Quality outbound calls how many per agent? 5507