| Subject |
Author |
Created |
Views |
Posts |
|
How to calculate the number of agents required
|
Srikanth |
10th Oct '11 |
174146 |
29 |
|
Formula to calculate the call resolution
|
JoR |
18th Jun '09 |
17343 |
7 |
|
Key metrics to include in the SOW when hiring a 3rd Party Call Centre
|
sahara10 |
21st Mar '18 |
16099 |
3 |
|
Call Flow Design Best Practice
|
IVRDude |
22nd Feb '12 |
9785 |
4 |
|
95% Answer rate predictor
|
AndrewTh |
17th Aug '10 |
6238 |
9 |
|
Month Long Game
|
OpsSupv |
8th Oct '09 |
4438 |
9 |
|
Call Centre Agent Feedback Form
|
rikuslouw |
28th Sep '09 |
4233 |
6 |
|
New Nesting Program
|
Anon |
10th Jan '13 |
3560 |
3 |
|
How to measure first time resolution
|
JoR |
18th Jun '09 |
2283 |
4 |
|
Improve stats
|
mr |
14th Dec '09 |
2098 |
5 |
|
Average Hold Time Reduction
|
JoR |
18th Jun '09 |
1589 |
5 |
|
Abandon Rate Analysis and Action Plan
|
Anon |
21st Dec '12 |
1184 |
4 |
|
First Call Resolution questions
|
Jonty |
18th Jun '09 |
1157 |
4 |
|
Call Centre Expo 2010
|
nicholson |
16th Jul '10 |
1094 |
16 |
|
Starting up a UK-based call centre
|
leogovan |
9th Jun '09 |
977 |
2 |
|
Managing FCR at an agent level
|
JoR |
18th Jun '09 |
889 |
6 |
|
Knowledge Management Systems
|
JoR |
18th Jun '09 |
863 |
4 |
|
Should Thames Water move their call centre to India
|
Jonty |
2nd Nov '09 |
774 |
5 |
|
call centre accreditations
|
lucy |
28th Jan '13 |
719 |
4 |
|
Access Channel Costs
|
Larraine |
16th Mar '12 |
696 |
4 |
|
Inbound Call Management Specification
|
moonshine |
10th Feb '12 |
625 |
3 |
|
Unsuccesfull Sales
|
HASTUR |
16th Feb '12 |
621 |
4 |
|
Anyone got a solution for this?
|
jane |
17th Dec '10 |
542 |
6 |
|
1st Line Contact - 30, 60 & 90 day plan
|
Anon |
10th Nov '15 |
522 |
2 |
|
Trainer Qualifications
|
jimjimma |
2nd Nov '12 |
496 |
4 |
|
Specialist Retention Teams
|
AN |
7th Jul '10 |
425 |
2 |
|
Resistance to a Contact Centre Strategy
|
nickmd |
6th Jun '10 |
401 |
6 |
|
Use of English in Multinational call centers
|
mowalsh |
3rd Nov '12 |
365 |
3 |
|
Moving from 0845 to 0800
|
JD |
25th Apr '13 |
354 |
4 |
|
How many inbound contact centers operate in Britain?
|
Dea |
5th Jun '18 |
326 |
2 |
|
New Contact centre
|
vdavid70 |
11th Dec '12 |
321 |
3 |
|
How much DATA is enough?
|
ciaranball |
16th Aug '13 |
320 |
2 |
|
Examples of companies that predominently run in-house contact centre operations
|
Stephen |
4th Jul '18 |
319 |
3 |
|
how to motivate agents
|
Elmarie |
26th Jan '18 |
312 |
2 |
|
Spanish queue bilingual vs non-bi
|
Joni |
14th Dec '18 |
296 |
2 |
|
Looking for Contact Center Mentor
|
Anon |
5th Nov '13 |
288 |
2 |
|
Women in Management
|
Anon |
26th Feb '13 |
282 |
4 |
|
Monthly calls v customer base
|
Maria |
18th Sep '18 |
272 |
4 |
|
Assigning Quality Assurance Work
|
Robert |
1st Jul '18 |
264 |
2 |
|
Up-selling/Cross-selling question
|
Anon |
7th Apr '16 |
255 |
3 |
|
Collections Best Time to Call
|
Christine |
23rd Feb '18 |
255 |
2 |
|
Help with Non Sales Calls
|
HASTUR |
2nd Jul '10 |
253 |
3 |
|
Unwanted Contacts
|
Anon |
30th Sep '14 |
251 |
6 |
|
Call centre with specialist software
|
Justin |
30th Sep '10 |
247 |
3 |
|
Tagging Friends In You Facebook Posts
|
Alastair |
11th Jan '19 |
246 |
2 |
|
Defensive Plan for CC Ops
|
aidakarim |
31st Oct '12 |
246 |
2 |
|
Reducing processes to increase internal work
|
JoR |
18th Jun '09 |
243 |
4 |
|
RESEARCH AND DEVELOPMENT
|
BLESSING |
27th Jun '18 |
241 |
0 |
|
Understanding Your Calls
|
Tash |
30th Oct '18 |
227 |
2 |
|
Sample Calls
|
Anon |
24th Jun '14 |
220 |
2 |
|
Wasted talent
|
Graham |
19th Mar '18 |
216 |
2 |
|
Monetizing Calls
|
leewohl |
30th Dec '11 |
214 |
2 |
|
Knowing the Nature of Abandoned Calls
|
Anon |
26th Jun '14 |
209 |
2 |
|
Test call programme
|
Jackm |
11th Jan '10 |
209 |
3 |
|
Is turning off email support in favour of chat premature?
|
Anon |
2nd Jul '15 |
207 |
4 |
|
Coaching to variances
|
Anon |
22nd Apr '16 |
206 |
4 |
|
How can I get an immediate lift in FCR
|
Dwight |
26th Jun '17 |
188 |
2 |
|
Newbie question
|
bennyx_o |
30th Mar '11 |
175 |
2 |
|
Call answering query
|
Anon |
12th May '14 |
170 |
2 |
|
clearing a queries backlog
|
John |
1st Oct '15 |
164 |
2 |
|
Flexible Shift Patterns in a large Call Centre - How does it work?
|
cmcfadze |
13th May '09 |
154 |
3 |
|
Forums and customer help files
|
JoR |
18th Jun '09 |
147 |
2 |
|
Outgoing call target
|
Cale |
16th Oct '09 |
136 |
3 |
|
Initiating that first outsourcing relationship
|
Anon |
16th Jul '14 |
104 |
5 |
|
Multitasking Agents - Inbound and Outbound Sales
|
Anon |
24th Jul '13 |
102 |
4 |
|
Versitile Leadership
|
Ntsako |
29th Jun '11 |
102 |
7 |
|
What percentage of customers would choose web over voice?
|
refjohn |
27th May '09 |
98 |
3 |
|
Low Employee Attrition
|
Jonty |
5th May '09 |
98 |
7 |
|
Answer machine messaging preferences
|
kowalski |
2nd Feb '11 |
96 |
3 |
|
Where might I find large Contact Centre RFPs?
|
JacobBE |
11th Feb '19 |
58 |
2 |
|
|
Download
