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 220778
Call Centre Management How do you deal with Call Escalation? 54752
Call Centre Life Games ideas for an Office Olympic themed incentive 52500
Resource Planning and Forecasting Actual Required FTE Calculation 50166
Call Centre Life What should we call our front line call centre staff? 36295
Call Centre Management Difference between Occupancy and Utilization 33023
Training and Staff Development What is a Business Dress Code these Days? 32846
Call Centre Answers Utilization calculation 27722
Call Centre Management FTE Calculations 27264
Strategy Key metrics to include in the SOW 26651
Call Centre Management Quality Monitoring Forms 25349
Call Centre Management AHT Glide Path (Learning curve) calculation 25336
Call Centre Management Regulations on outbound calling times 24268
Strategy Formula to calculate the call resolution 24207
Call Centre Management I need a good name for a new Contact Centre 23840
Call Centre Management FTE Calculation Question 23654
Call Centre Management Forecasting Service Levels in absence of WFM 22616
Resource Planning and Forecasting Industry Average- Acceptable Wait Time? 22540
Technology How to calculate AHT manually 18750
Call Centre Management What is the Formula for Concurrency in Chat support 17779
Call Centre Answers Voice and Non-Voice in Process Means in BPO 17734
Call Centre Management Staffing Calculator for Email queues 16915
Call Centre Management Interview Question: Do you have experience working towards targets and KPIs 15276
Call Centre Management Typing while talking 13317
Call Centre Management Agents break times 12949
Call Centre Management Grade of Service Formulas 12334
Resource Planning and Forecasting How to calculate FTE requirements on a monthly level 11575
Call Centre Management Use of full names 11535
Call Centre Management Cost per contact 11489
Call Centre Answers What Exactly is FTE? 11475
Call Centre Life What makes an outbound sales agent?? 11192
Call Centre Management To determine FTE requirements 11126
Call Centre Management Call evaluation criteria 11033
Strategy Call Flow Design Best Practice 10510
Call Centre Answers Agent Login productivity 10508
Call Centre Answers Industry Standards For Calling Times 10506
Call Centre Answers Action Plans 10457
Call Centre Management Service Level Threshold Calculations 10352
Technology Agents Capacity 9974
Call Centre Management How to answer "Why should we hire you?" in interview? 9455
Resource Planning and Forecasting Best Forecasting Method 8583
Call Centre Answers Calls Per Hour Calculation 8242
General Project Plan for new call centre set up 8184
Customer Service Issues Multi task 8128
Call Centre Management Workforce Formula Computation Compilation 8055
Resource Planning and Forecasting Backoffice FTE Caculation 7970
Call Centre Management Bidding for Outsource Business 7856
Call Centre Management Buzz Session Energizers 7760
Call Centre Life Calls Per Hour 7671
Planning Strategy and Management Business Plan for Call Center 7184
Customer Service Issues Capacity Planning Templates 7032
Resource Planning and Forecasting required FTE calculation (non-voice) 6953
Strategy 95% Answer rate predictor 6761
Call Centre Management Excel Forecast 6618
Resource Planning and Forecasting FTE Calculation for Chat 6418
Planning Strategy and Management Email disclaimers and GDPR 6232
Technology Dashboard Reporting 6228
Call Centre Answers Suggest Another name for a call center agent 6188
Customer Service Issues Making Notes on Customers Account 6142
Planning Strategy and Management Forecast Variance Calculation 6081