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 169939
Call Centre Life Games ideas for an Office Olympic themed incentive 44987
Call Centre Management How do you deal with Call Escalation? 42081
Call Centre Life What should we call our front line call centre staff? 29339
Resource Planning and Forecasting Actual Required FTE Calculation 22919
Call Centre Management AHT Glide Path (Learning curve) calculation 17729
Strategy Formula to calculate the call resolution 17270
Call Centre Management I need a good name for a new Contact Centre 17059
Call Centre Management Quality Monitoring Forms 17050
Call Centre Answers How to get first client? 16793
Call Centre Management Regulations on outbound calling times 16393
Call Centre Management FTE Calculation Question 14672
Training and Staff Development Dress code 14602
Strategy Key metrics to include in the SOW when hiring a 3rd Party Call Centre 14311
Call Centre Management Forecasting Service Levels in absence of WFM 14257
Resource Planning and Forecasting Acceptable Waiting Time? 13707
Call Centre Answers Utilization calculation 12537
Call Centre Management FTE Calculations 12219
Call Centre Life What makes an outbound sales agent?? 11058
Call Centre Management Grade of Service Formulas 10987
Call Centre Management Agents break times 10869
Call Centre Management Call evaluation criteria 10609
Call Centre Management Staffing Calculator for Email queues 10590
Call Centre Management Typing while talking 10285
Call Centre Management To determine FTE requirements 10181
Call Centre Management Use of full names 9790
Strategy Call Flow Design Best Practice 9720
Call Centre Management How to answer "Why should we hire you?" in interview? 9160
Technology How to calculate AHT manually 9112
Call Centre Management Cost per contact 8592
Call Centre Management Difference between Occupancy and Utilization 8259
After Hours and Humour Dear IT Support 8026
Resource Planning and Forecasting Best Forecasting Method 7945
Call Centre Management Service Level Threshold Calculations 7720
Technology Agents Capacity 7623
Call Centre Management Formula required for Concurrency in Chat support 7589
Resource Planning and Forecasting How to calculate FTE requirements on a monthly level 7123
Call Centre Management Buzz Session Energizers 7103
Resource Planning and Forecasting Verint Impact 360 Manual 7101
Call Centre Answers Industry Standards For Calling Times 7093
Call Centre Answers Agent Login productivity 6888
Call Centre Answers Action Plans 6699
Call Centre Management Excel Forecast 6423
Call Centre Life Calls Per Hour 6400
Technology AVAYA CMS Reporting 6295
Strategy 95% Answer rate predictor 6211
Call Centre Answers FTE 6192
Planning Strategy and Management Email disclaimers and GDPR 5934
Technology Dashboard Reporting 5922
Call Centre Management Workforce Formula Computation Compilation 5849
General Project Plan for new call centre set up 5815
Call Centre Management What makes a good team leader 5604
Call Centre Management Quality outbound calls how many per agent? 5254
Call Centre Management Attendance and Punctuality 5040
Technology Taking Payments 4879
Call Centre Answers Agent to Team Leader ? Help ! 4841
Call Centre Life Tone of voice 4733
Call Centre Answers Voice and non-voice in BPO 4604
Call Centre Management How do I reduce my Wrap and Hold time? 4602
Call Centre Management Quality Assurance Vs Team Supervisor 4576