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This page shows the most popular discussions on the forums.
Forum Topic Views
Strategy How to calculate the number of agents required 183084
Call Centre Life Games ideas for an Office Olympic themed incentive 45482
Call Centre Management How do you deal with Call Escalation? 43639
Call Centre Life What should we call our front line call centre staff? 29648
Resource Planning and Forecasting Actual Required FTE Calculation 28200
Strategy Key metrics to include in the SOW when hiring a 3rd Party Call Centre 20429
Call Centre Answers How to get first client? 19438
Call Centre Management AHT Glide Path (Learning curve) calculation 18061
Call Centre Management Quality Monitoring Forms 17828
Strategy Formula to calculate the call resolution 17582
Call Centre Management I need a good name for a new Contact Centre 17313
Call Centre Management Regulations on outbound calling times 16813
Training and Staff Development Dress code 16000
Call Centre Answers Utilization calculation 15577
Call Centre Management FTE Calculation Question 15531
Resource Planning and Forecasting Acceptable Waiting Time? 15189
Call Centre Management FTE Calculations 15013
Call Centre Management Forecasting Service Levels in absence of WFM 14918
Call Centre Management Difference between Occupancy and Utilization 13019
Call Centre Management Staffing Calculator for Email queues 11954
After Hours and Humour Dear IT Support 11580
Call Centre Management Grade of Service Formulas 11469
Call Centre Management Agents break times 11414
Call Centre Life What makes an outbound sales agent?? 11111
Call Centre Management Typing while talking 11066
Call Centre Management Call evaluation criteria 10709
Call Centre Management To determine FTE requirements 10411
Call Centre Management Use of full names 10171
Technology How to calculate AHT manually 10069
Strategy Call Flow Design Best Practice 9984
Call Centre Management Formula required for Concurrency in Chat support 9841
Call Centre Management How to answer "Why should we hire you?" in interview? 9222
Call Centre Management Cost per contact 9182
Call Centre Management Service Level Threshold Calculations 8542
Technology Agents Capacity 8185
Resource Planning and Forecasting Best Forecasting Method 8177
Call Centre Answers FTE 7779
Call Centre Answers Action Plans 7752
Call Centre Answers Industry Standards For Calling Times 7693
Call Centre Answers Voice and non-voice in BPO 7603
Resource Planning and Forecasting Verint Impact 360 Manual 7556
Call Centre Answers Agent Login productivity 7487
Call Centre Management Buzz Session Energizers 7348
Resource Planning and Forecasting How to calculate FTE requirements on a monthly level 7275
Technology AVAYA CMS Reporting 7039
Call Centre Life Calls Per Hour 6665
Call Centre Management Workforce Formula Computation Compilation 6597
General Project Plan for new call centre set up 6557
Call Centre Management Excel Forecast 6477
Strategy 95% Answer rate predictor 6319
Planning Strategy and Management Email disclaimers and GDPR 6081
Technology Dashboard Reporting 6001
Call Centre Management What makes a good team leader 5669
Call Centre Management Attendance and Punctuality 5415
Call Centre Management Quality outbound calls how many per agent? 5382
Technology Taking Payments 5093
Technology Avaya Aux codes 4996
Call Centre Answers Agent to Team Leader ? Help ! 4962
Planning Strategy and Management Forecast Variance Calculation 4945
Call Centre Life Tone of voice 4914