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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 188097
Call Centre Life Games ideas for an Office Olympic themed incentive 46479
Call Centre Management How do you deal with Call Escalation? 45147
Resource Planning and Forecasting Actual Required FTE Calculation 31031
Call Centre Life What should we call our front line call centre staff? 30574
Call Centre Answers How to get first client? 21296
Strategy Key metrics to include in the SOW when hiring a 3rd Party Call Centre 21249
Call Centre Management AHT Glide Path (Learning curve) calculation 19026
Call Centre Management Quality Monitoring Forms 18850
Strategy Formula to calculate the call resolution 18486
Training and Staff Development Dress code 18207
Call Centre Management I need a good name for a new Contact Centre 18192
Call Centre Management Regulations on outbound calling times 17737
Call Centre Answers Utilization calculation 17376
Call Centre Management FTE Calculations 16759
Call Centre Management FTE Calculation Question 16663
Call Centre Management Difference between Occupancy and Utilization 16418
Resource Planning and Forecasting Acceptable Waiting Time? 16303
Call Centre Management Forecasting Service Levels in absence of WFM 15938
Call Centre Management Staffing Calculator for Email queues 13235
After Hours and Humour Dear IT Support 12800
Call Centre Management Formula required for Concurrency in Chat support 12071
Call Centre Management Agents break times 11665
Call Centre Management Grade of Service Formulas 11610
Call Centre Management Typing while talking 11317
Call Centre Life What makes an outbound sales agent?? 11120
Call Centre Management Call evaluation criteria 10736
Technology How to calculate AHT manually 10564
Call Centre Management To determine FTE requirements 10497
Call Centre Management Use of full names 10370
Strategy Call Flow Design Best Practice 10075
Call Centre Answers Voice and non-voice in BPO 9469
Call Centre Management Cost per contact 9458
Call Centre Management How to answer "Why should we hire you?" in interview? 9250
Call Centre Management Service Level Threshold Calculations 8850
Technology Agents Capacity 8399
Call Centre Answers Agent Login productivity 8298
Resource Planning and Forecasting Best Forecasting Method 8242
Call Centre Answers Action Plans 8177
Call Centre Answers FTE 8122
Call Centre Answers Industry Standards For Calling Times 7975
Resource Planning and Forecasting Verint Impact 360 Manual 7705
Call Centre Management Buzz Session Energizers 7438
Resource Planning and Forecasting How to calculate FTE requirements on a monthly level 7331
Technology AVAYA CMS Reporting 7231
Call Centre Management Workforce Formula Computation Compilation 6845
Call Centre Life Calls Per Hour 6799
General Project Plan for new call centre set up 6767
Call Centre Management Excel Forecast 6499
Strategy 95% Answer rate predictor 6378
Planning Strategy and Management Email disclaimers and GDPR 6118
Technology Dashboard Reporting 6038
Call Centre Management What makes a good team leader 5687
Call Centre Management Attendance and Punctuality 5531
Call Centre Management Quality outbound calls how many per agent? 5406
Call Centre Management Interview Question: Do you have experience working towards targets and KPIs 5201
Technology Avaya Aux codes 5185
Call Centre Answers Calls Per Hour Calculation 5156
Technology Taking Payments 5143
Planning Strategy and Management Forecast Variance Calculation 5093