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 155773
Call Centre Life At what point are you allowed to hang up on a caller? 60414
Call Centre Life Games ideas for an Office Olympic themed incentive 43703
Call Centre Management how do you deal with call escalation? 39780
Call Centre Life What should we call our front line call centre staff? 28888
Call Centre Management AHT Glide Path (Learning curve) calculation 17348
Resource Planning and Forecasting Actual Required FTE Calculation 17173
Strategy Formula to calculate the call resolution 16754
Call Centre Management I need a good name for a new Contact Centre 16582
Call Centre Management Quality Monitoring Forms 16067
Call Centre Management Regulations on outbound calling times 15871
Call Centre Management Forecasting Service Levels in absence of WFM 13423
Call Centre Answers How to get first client? 13357
Call Centre Management FTE Calculation Question 13315
Resource Planning and Forecasting Acceptable Waiting Time? 11405
Call Centre Life What makes an outbound sales agent?? 10896
Call Centre Management Call evaluation criteria 10421
Call Centre Management Grade of Service Formulas 10397
Call Centre Management Agents break times 10058
Call Centre Management To determine FTE requirements 9846
Call Centre Management Typing while talking 9464
Strategy Call Flow Design Best Practice 9428
Call Centre Management Staffing Calculator for Email queues 9358
Call Centre Management Use of full names 9337
Call Centre Answers Utilization calculation 9274
Call Centre Management How to answer "Why should we hire you?" in interview? 9050
Training and Staff Development Dress code 8471
Call Centre Management Cost per contact 8204
Technology How to calculate AHT manually 8020
Call Centre Management FTE Calculations 7486
Resource Planning and Forecasting Best Forecasting Method 7175
Technology Agents Capacity 7023
Resource Planning and Forecasting How to calculate FTE requirements on a monthly level 6926
Call Centre Management Buzz Session Energizers 6831
Call Centre Management Service Level Threshold Calculations 6538
Resource Planning and Forecasting Verint Impact 360 Manual 6377
Strategy Key metrics to include in the SOW when hiring a 3rd Party Call Centre 6370
Call Centre Management Excel Forecast 6359
Call Centre Answers Industry Standards For Calling Times 6355
Call Centre Life Calls Per Hour 6140
Call Centre Answers Agent Login productivity 6074
Strategy 95% Answer rate predictor 5801
Technology Dashboard Reporting 5794
Call Centre Answers Action Plans 5632
Call Centre Management Formula required for Concurrency in Chat support 5588
Call Centre Management What makes a good team leader 5494
Planning Strategy and Management Email disclaimers and GDPR 5405
Technology AVAYA CMS Reporting 5291
Call Centre Management Workforce Formula Computation Compilation 5049
Call Centre Answers FTE 4950
Call Centre Management Quality outbound calls how many per agent? 4847
General Project Plan for new call centre set up 4815
Technology Taking Payments 4681
Call Centre Answers Agent to Team Leader ? Help ! 4640
Call Centre Management Attendance and Punctuality 4604
Call Centre Life Tone of voice 4417
Call Centre Management Call Abandon Rate 4405
Call Centre Management How do I reduce my Wrap and Hold time? 4387
Call Centre Life The Call Centre A modern day cultural horror story??? 4322
Call Centre Management Quality Assurance Vs Team Supervisor 4214