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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 204225
Call Centre Management How do you deal with Call Escalation? 50782
Call Centre Life Games ideas for an Office Olympic themed incentive 50773
Resource Planning and Forecasting Actual Required FTE Calculation 39519
Call Centre Life What should we call our front line call centre staff? 34679
Training and Staff Development What is a Business Dress Code these Days? 29638
Strategy Key metrics to include in the SOW 25262
Call Centre Management Difference between Occupancy and Utilization 25096
After Hours and Humour Dear IT Support 24200
Call Centre Management Quality Monitoring Forms 23514
Call Centre Management AHT Glide Path (Learning curve) calculation 23295
Call Centre Answers Utilization calculation 23099
Strategy Formula to calculate the call resolution 22659
Call Centre Management FTE Calculations 22574
Call Centre Management I need a good name for a new Contact Centre 22282
Call Centre Management Regulations on outbound calling times 21874
Call Centre Management FTE Calculation Question 21184
Resource Planning and Forecasting Acceptable Waiting Time? 20598
Call Centre Management Forecasting Service Levels in absence of WFM 20457
Call Centre Management Staffing Calculator for Email queues 15149
Technology How to calculate AHT manually 15141
Call Centre Management Formula required for Concurrency in Chat support 14253
Call Centre Answers Voice and non-voice in BPO 12372
Call Centre Management Agents break times 12170
Call Centre Management Typing while talking 11994
Call Centre Management Grade of Service Formulas 11844
Call Centre Life What makes an outbound sales agent?? 11139
Call Centre Management Cost per contact 11105
Call Centre Management Call evaluation criteria 10842
Call Centre Management Use of full names 10764
Call Centre Management To determine FTE requirements 10731
Resource Planning and Forecasting How to calculate FTE requirements on a monthly level 10290
Strategy Call Flow Design Best Practice 10235
Call Centre Answers Agent Login productivity 9597
Call Centre Management Service Level Threshold Calculations 9514
Call Centre Answers What Exactly is FTE? 9449
Call Centre Management How to answer "Why should we hire you?" in interview? 9328
Call Centre Answers Action Plans 9040
Technology Agents Capacity 8878
Technology Avaya Aux codes 8586
Call Centre Answers Industry Standards For Calling Times 8459
Resource Planning and Forecasting Verint Impact 360 Manual 8398
Resource Planning and Forecasting Best Forecasting Method 8378
Customer Service Issues Multi task 8074
Technology AVAYA CMS Reporting 7583
Call Centre Management Buzz Session Energizers 7575
Call Centre Management Workforce Formula Computation Compilation 7406
General Project Plan for new call centre set up 7184
Call Centre Life Calls Per Hour 7058
Call Centre Management Interview Question: Do you have experience working towards targets and KPIs 6723
Call Centre Management Excel Forecast 6546
Strategy 95% Answer rate predictor 6471
Planning Strategy and Management Email disclaimers and GDPR 6163
Call Centre Answers Calls Per Hour Calculation 6160
Technology Dashboard Reporting 6089
Resource Planning and Forecasting Backoffice FTE Caculation 5891
Call Centre Management What makes a good team leader 5747
Call Centre Management Attendance and Punctuality 5730
Call Centre Management Quality outbound calls how many per agent? 5469
Planning Strategy and Management Forecast Variance Calculation 5398