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 214251
Call Centre Management How do you deal with Call Escalation? 53483
Call Centre Life Games ideas for an Office Olympic themed incentive 52294
Resource Planning and Forecasting Actual Required FTE Calculation 46427
Call Centre Life What should we call our front line call centre staff? 36059
Training and Staff Development What is a Business Dress Code these Days? 31904
Call Centre Management Difference between Occupancy and Utilization 30348
Strategy Key metrics to include in the SOW 26505
Call Centre Answers Utilization calculation 26394
Call Centre Management FTE Calculations 25873
Call Centre Management Quality Monitoring Forms 25043
Call Centre Management AHT Glide Path (Learning curve) calculation 24814
Strategy Formula to calculate the call resolution 24004
Call Centre Management I need a good name for a new Contact Centre 23625
Call Centre Management Regulations on outbound calling times 23285
Call Centre Management FTE Calculation Question 23144
Resource Planning and Forecasting Industry Average- Acceptable Wait Time? 22211
Call Centre Management Forecasting Service Levels in absence of WFM 22180
Technology How to calculate AHT manually 17794
Call Centre Management Staffing Calculator for Email queues 16345
Call Centre Management What is the Formula for Concurrency in Chat support 16201
Call Centre Answers Voice and Non-Voice in Process Means in BPO 14759
Call Centre Management Typing while talking 12713
Call Centre Management Agents break times 12671
Call Centre Management Grade of Service Formulas 12121
Resource Planning and Forecasting How to calculate FTE requirements on a monthly level 11440
Call Centre Management Cost per contact 11402
Call Centre Management Use of full names 11210
Call Centre Life What makes an outbound sales agent?? 11171
Call Centre Management To determine FTE requirements 10988
Call Centre Management Call evaluation criteria 10952
Call Centre Answers What Exactly is FTE? 10499
Strategy Call Flow Design Best Practice 10408
Call Centre Answers Agent Login productivity 10151
Call Centre Management Service Level Threshold Calculations 10114
Call Centre Answers Industry Standards For Calling Times 9980
Call Centre Answers Action Plans 9959
Call Centre Management Interview Question: Do you have experience working towards targets and KPIs 9735
Technology Agents Capacity 9458
Call Centre Management How to answer "Why should we hire you?" in interview? 9421
Resource Planning and Forecasting Best Forecasting Method 8519
Customer Service Issues Multi task 8109
Call Centre Management Workforce Formula Computation Compilation 7881
General Project Plan for new call centre set up 7736
Call Centre Management Buzz Session Energizers 7707
Resource Planning and Forecasting Backoffice FTE Caculation 7452
Call Centre Life Calls Per Hour 7343
Call Centre Answers Calls Per Hour Calculation 7198
Strategy 95% Answer rate predictor 6658
Call Centre Management Excel Forecast 6595
Planning Strategy and Management Business Plan for Call Center 6500
Planning Strategy and Management Email disclaimers and GDPR 6216
Technology Dashboard Reporting 6158
Call Centre Management Attendance and Punctuality 5970
Planning Strategy and Management Forecast Variance Calculation 5848
Call Centre Management What makes a good team leader 5816
Customer Service Issues Capacity Planning Templates 5815
Call Centre Answers Suggest Another name for a call center agent 5813
Call Centre Management Quality outbound calls how many per agent? 5807
Resource Planning and Forecasting FTE Calculation for Chat 5616