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 236825
Resource Planning and Forecasting Actual Required FTE Calculation 64106
Call Centre Management How do you deal with Call Escalation? 63969
Call Centre Life Games ideas for an Office Olympic themed incentive 58812
Call Centre Management Difference between Occupancy and Utilization 45057
Call Centre Life What should we call our front line call centre staff? 42635
Training and Staff Development What is a Business Dress Code these Days? 42397
Call Centre Answers Voice and Non-Voice in Process Means in BPO 40939
Call Centre Answers Utilization calculation 36198
Call Centre Management FTE Calculations 35235
Strategy Key metrics to include in the SOW 32894
Call Centre Management AHT Glide Path (Learning curve) calculation 32408
Call Centre Management Quality Monitoring Forms 31977
Call Centre Management FTE Calculation Question 30901
Call Centre Management Regulations on outbound calling times 30861
Strategy Formula to calculate the call resolution 30633
Call Centre Management I need a good name for a new Contact Centre 30206
Call Centre Management Forecasting Service Levels in absence of WFM 29526
Resource Planning and Forecasting Industry Average- Acceptable Wait Time? 29099
Technology How to calculate AHT manually 26216
Call Centre Management What is the Formula for Concurrency in Chat support 20870
Call Centre Management Interview Question: Do you have experience working towards targets and KPIs 20782
Call Centre Management Staffing Calculator for Email queues 18044
Call Centre Management Bidding for Outsource Business 17708
Call Centre Management Typing while talking 14300
Call Centre Management Agents break times 13577
Call Centre Answers What Exactly is FTE? 13474
Call Centre Management Grade of Service Formulas 12697
Call Centre Management Use of full names 12018
Resource Planning and Forecasting How to calculate FTE requirements on a monthly level 11848
Call Centre Answers Action Plans 11797
Call Centre Management Cost per contact 11584
Call Centre Management To determine FTE requirements 11452
Call Centre Answers Industry Standards For Calling Times 11420
Call Centre Life What makes an outbound sales agent?? 11236
Call Centre Management Call evaluation criteria 11143
Call Centre Answers Agent Login productivity 11061
Call Centre Management Service Level Threshold Calculations 10800
Strategy Call Flow Design Best Practice 10739
Technology Agents Capacity 10589
Resource Planning and Forecasting Backoffice FTE Calculation 10551
Call Centre Answers Calls Per Hour Calculation 9977
Call Centre Management How to answer "Why should we hire you?" in interview? 9549
General Project Plan for new call centre set up 8763
Resource Planning and Forecasting Best Forecasting Method 8687
Call Centre Answers Scheduling breaks/ lunches in an excel report 8635
Call Centre Management Workforce Formula Computation Compilation 8535
Customer Service Issues Capacity Planning Templates 8470
Planning Strategy and Management Business Plan for Call Center 8283
Customer Service Issues Multi task 8168
Call Centre Life Calls Per Hour 8003
Call Centre Management Buzz Session Energizers 7849
Resource Planning and Forecasting FTE Calculation for Chat 7797
Customer Service Issues Making Notes on Customers Account 7578
Resource Planning and Forecasting required FTE calculation (non-voice) 7505
Call Centre Management Calculating Agent Availability % 7081
Strategy 95% Answer rate predictor 7002
Call Centre Management Quality Assurance Vs Team Supervisor 6986
Products and Services Laws on Headsets 6983
Call Centre Answers Suggest Another name for a call center agent 6838