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 164845
Call Centre Life Games ideas for an Office Olympic themed incentive 44125
Call Centre Management how do you deal with call escalation? 41126
Call Centre Life What should we call our front line call centre staff? 29202
Resource Planning and Forecasting Actual Required FTE Calculation 21116
Call Centre Management AHT Glide Path (Learning curve) calculation 17589
Strategy Formula to calculate the call resolution 17105
Call Centre Management I need a good name for a new Contact Centre 16967
Call Centre Management Quality Monitoring Forms 16798
Call Centre Management Regulations on outbound calling times 16222
Call Centre Answers How to get first client? 15655
Call Centre Management FTE Calculation Question 14280
Call Centre Management Forecasting Service Levels in absence of WFM 14020
Resource Planning and Forecasting Acceptable Waiting Time? 13020
Training and Staff Development Dress code 12874
Strategy Key metrics to include in the SOW when hiring a 3rd Party Call Centre 11854
Call Centre Answers Utilization calculation 11355
Call Centre Life What makes an outbound sales agent?? 11014
Call Centre Management Grade of Service Formulas 10810
Call Centre Management Agents break times 10668
Call Centre Management Call evaluation criteria 10570
Call Centre Management FTE Calculations 10513
Call Centre Management Staffing Calculator for Email queues 10106
Call Centre Management To determine FTE requirements 10077
Call Centre Management Typing while talking 10020
Call Centre Management Use of full names 9662
Strategy Call Flow Design Best Practice 9648
Call Centre Management How to answer "Why should we hire you?" in interview? 9142
Technology How to calculate AHT manually 8821
Call Centre Management Cost per contact 8328
Technology Agents Capacity 7466
Resource Planning and Forecasting Best Forecasting Method 7462
Call Centre Management Service Level Threshold Calculations 7378
Resource Planning and Forecasting How to calculate FTE requirements on a monthly level 7081
Call Centre Management Buzz Session Energizers 7023
Call Centre Answers Industry Standards For Calling Times 6912
Resource Planning and Forecasting Verint Impact 360 Manual 6910
Call Centre Management Formula required for Concurrency in Chat support 6756
Call Centre Management Difference between Occupancy and Utilization 6736
Call Centre Answers Agent Login productivity 6701
Call Centre Management Excel Forecast 6405
Call Centre Answers Action Plans 6345
Call Centre Life Calls Per Hour 6329
After Hours and Humour Dear IT Support 6161
Technology AVAYA CMS Reporting 6050
Strategy 95% Answer rate predictor 5942
Technology Dashboard Reporting 5891
Planning Strategy and Management Email disclaimers and GDPR 5821
Call Centre Management Workforce Formula Computation Compilation 5586
Call Centre Management What makes a good team leader 5567
Call Centre Answers FTE 5539
General Project Plan for new call centre set up 5512
Call Centre Management Quality outbound calls how many per agent? 4981
Call Centre Management Attendance and Punctuality 4889
Technology Taking Payments 4820
Call Centre Answers Agent to Team Leader ? Help ! 4776
Call Centre Life Tone of voice 4630
Call Centre Management How do I reduce my Wrap and Hold time? 4530
Call Centre Management Quality Assurance Vs Team Supervisor 4467
Call Centre Management Call Abandon Rate 4436