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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 252773
Resource Planning and Forecasting Actual Required FTE Calculation 78844
Training and Staff Development What is a Business Dress Code these Days? 77727
Call Centre Management How do you deal with Call Escalation? 76203
Call Centre Life Games ideas for an Office Olympic themed incentive 67682
Call Centre Answers Voice and Non-Voice in Process Means in BPO 63986
Call Centre Management Difference between Occupancy and Utilization 57521
Call Centre Life What should we call our front line call centre staff? 51429
Call Centre Answers Utilization calculation 46274
Call Centre Management FTE Calculations 45749
Call Centre Management AHT Glide Path (Learning curve) calculation 42230
Strategy Key metrics to include in the SOW 41674
Call Centre Management Quality Monitoring Forms 40864
Call Centre Management FTE Calculation Question 40297
Call Centre Management Regulations on outbound calling times 39810
Strategy Formula to calculate the call resolution 39479
Call Centre Management I need a good name for a new Contact Centre 39070
Call Centre Management Forecasting Service Levels in absence of WFM 38816
Resource Planning and Forecasting Industry Average- Acceptable Wait Time? 37966
Technology How to calculate AHT manually 36659
Call Centre Management Interview Question: Do you have experience working towards targets and KPIs 24828
Call Centre Management What is the Formula for Concurrency in Chat support 23534
Call Centre Management Staffing Calculator for Email queues 18985
Call Centre Management Bidding for Outsource Business 18551
Call Centre Management Typing while talking 15029
Call Centre Answers What Exactly is FTE 14879
Call Centre Management Agents break times 14160
Call Centre Management Service Level Threshold Calculations 13608
Call Centre Management Grade of Service Formulas 12957
Call Centre Answers Action Plans 12648
Call Centre Management Use of full names 12298
Resource Planning and Forecasting How to calculate FTE requirements on a monthly level 11988
Call Centre Answers Industry Standards For Calling Times 11949
Call Centre Management To determine FTE requirements 11669
Call Centre Management Cost per contact 11658
Call Centre Answers Agent Login productivity 11410
Call Centre Life What makes an outbound sales agent?? 11269
Call Centre Management Call evaluation criteria 11211
Technology Agents Capacity 11159
Resource Planning and Forecasting Backoffice FTE Calculation 11064
Strategy Call Flow Design Best Practice 10882
Call Centre Answers Calls or Customers Per Hour Calculation 10703
Call Centre Management How to answer "Why should we hire you?" in interview? 9628
Customer Service Issues Capacity Planning Templates 9414
Call Centre Answers Scheduling breaks/ lunches in an excel report 9212
Resource Planning and Forecasting FTE Calculation for Chat 9139
Call Centre Management Calculating Agent Availability % 9087
General Project Plan for new call centre set up 9075
Call Centre Management Workforce Formula Computation Compilation 8776
Resource Planning and Forecasting Best Forecasting Method 8764
Customer Service Issues Making Notes on Customers Account 8700
Planning Strategy and Management Business Plan for Call Center 8602
Products and Services Laws on Headsets 8230
Call Centre Life Calls Per Hour 8230
Customer Service Issues Multi task 8206
Resource Planning and Forecasting How many seconds is 6 rings? 8088
Call Centre Management Profit and Loss statements in call centre 8028
Call Centre Management Buzz Session Energizers 7945
Resource Planning and Forecasting required FTE calculation (non-voice) 7907
Call Centre Management Quality Assurance Vs Team Supervisor 7550