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 177142
Call Centre Life Games ideas for an Office Olympic themed incentive 45258
Call Centre Management How do you deal with Call Escalation? 42915
Call Centre Life What should we call our front line call centre staff? 29506
Resource Planning and Forecasting Actual Required FTE Calculation 25746
Strategy Key metrics to include in the SOW when hiring a 3rd Party Call Centre 18841
Call Centre Answers How to get first client? 18262
Call Centre Management AHT Glide Path (Learning curve) calculation 17936
Call Centre Management Quality Monitoring Forms 17530
Strategy Formula to calculate the call resolution 17432
Call Centre Management I need a good name for a new Contact Centre 17194
Call Centre Management Regulations on outbound calling times 16609
Call Centre Management FTE Calculation Question 15122
Training and Staff Development Dress code 14996
Resource Planning and Forecasting Acceptable Waiting Time? 14753
Call Centre Management Forecasting Service Levels in absence of WFM 14599
Call Centre Answers Utilization calculation 14199
Call Centre Management FTE Calculations 13856
Call Centre Management Staffing Calculator for Email queues 11476
Call Centre Management Grade of Service Formulas 11255
Call Centre Management Agents break times 11151
Call Centre Life What makes an outbound sales agent?? 11093
Call Centre Management Typing while talking 10712
Call Centre Management Call evaluation criteria 10664
Call Centre Management Difference between Occupancy and Utilization 10515
After Hours and Humour Dear IT Support 10426
Call Centre Management To determine FTE requirements 10304
Call Centre Management Use of full names 9961
Strategy Call Flow Design Best Practice 9854
Technology How to calculate AHT manually 9615
Call Centre Management How to answer "Why should we hire you?" in interview? 9197
Call Centre Management Formula required for Concurrency in Chat support 9076
Call Centre Management Cost per contact 8775
Call Centre Management Service Level Threshold Calculations 8153
Resource Planning and Forecasting Best Forecasting Method 8095
Technology Agents Capacity 7911
Call Centre Answers Industry Standards For Calling Times 7399
Resource Planning and Forecasting Verint Impact 360 Manual 7336
Call Centre Answers Action Plans 7245
Call Centre Management Buzz Session Energizers 7245
Call Centre Answers FTE 7224
Resource Planning and Forecasting How to calculate FTE requirements on a monthly level 7203
Call Centre Answers Agent Login productivity 7176
Technology AVAYA CMS Reporting 6690
Call Centre Life Calls Per Hour 6554
Call Centre Management Excel Forecast 6460
Strategy 95% Answer rate predictor 6274
Call Centre Management Workforce Formula Computation Compilation 6234
General Project Plan for new call centre set up 6215
Planning Strategy and Management Email disclaimers and GDPR 6037
Technology Dashboard Reporting 5963
Call Centre Answers Voice and non-voice in BPO 5825
Call Centre Management What makes a good team leader 5642
Call Centre Management Quality outbound calls how many per agent? 5341
Call Centre Management Attendance and Punctuality 5274
Technology Taking Payments 5004
Call Centre Answers Agent to Team Leader ? Help ! 4923
Call Centre Life Tone of voice 4816
Planning Strategy and Management Forecast Variance Calculation 4754
Call Centre Management Quality Assurance Vs Team Supervisor 4735