| Subject |
Author |
Created |
Views |
Posts |
|
How to Calculate the Number of Agents Required
|
Srikanth |
10th Oct '11 |
225342 |
28 |
|
Key metrics to include in the SOW
|
sahara10 |
21st Mar '18 |
26897 |
3 |
|
Formula to calculate the call resolution
|
JoR |
18th Jun '09 |
24565 |
7 |
|
Call Flow Design Best Practice
|
IVRDude |
22nd Feb '12 |
10605 |
4 |
|
95% Answer rate predictor
|
AndrewTh |
17th Aug '10 |
6857 |
9 |
|
Call Centre Agent Feedback Form
|
rikuslouw |
28th Sep '09 |
4986 |
6 |
|
Month Long Game
|
OpsSupv |
8th Oct '09 |
4885 |
9 |
|
New Nesting Program
|
Anon |
10th Jan '13 |
4434 |
3 |
|
What service level are companies moving more towards- % of calls answered in x seconds
|
Brian |
8th Aug '19 |
3258 |
7 |
|
How to measure first time resolution
|
JoR |
18th Jun '09 |
2364 |
4 |
|
Improve stats
|
mr |
14th Dec '09 |
2191 |
5 |
|
Average Hold Time Reduction
|
JoR |
18th Jun '09 |
1787 |
6 |
|
Abandon Rate Analysis and Action Plan
|
Anon |
21st Dec '12 |
1468 |
4 |
|
First Call Resolution questions
|
Jonty |
18th Jun '09 |
1421 |
4 |
|
Starting up a UK-based call centre
|
leogovan |
9th Jun '09 |
1161 |
2 |
|
Managing FCR at an agent level
|
JoR |
18th Jun '09 |
1030 |
6 |
|
1st Line Contact - 30, 60 & 90 day plan
|
Anon |
10th Nov '15 |
954 |
2 |
|
Customer Service Models
|
Natasha |
10th May '19 |
939 |
2 |
|
Knowledge Management Systems
|
JoR |
18th Jun '09 |
935 |
4 |
|
call centre accreditations
|
lucy |
28th Jan '13 |
900 |
4 |
|
Best script for a fee waiver (denied)
|
Lauren |
14th Mar '20 |
862 |
2 |
|
Should Thames Water move their call centre to India
|
Jonty |
2nd Nov '09 |
843 |
5 |
|
Access Channel Costs
|
Larraine |
16th Mar '12 |
782 |
4 |
|
Inbound Call Management Specification
|
moonshine |
10th Feb '12 |
700 |
3 |
|
Unsuccesfull Sales
|
HASTUR |
16th Feb '12 |
690 |
4 |
|
Trainer Qualifications
|
jimjimma |
2nd Nov '12 |
585 |
4 |
|
Collections Best Time to Call
|
Christine |
23rd Feb '18 |
577 |
3 |
|
Specialist Retention Teams
|
AN |
7th Jul '10 |
529 |
2 |
|
Resistance to a Contact Centre Strategy
|
nickmd |
6th Jun '10 |
469 |
6 |
|
Use of English in Multinational call centers
|
mowalsh |
3rd Nov '12 |
440 |
3 |
|
Flexible Shift Patterns in a large Call Centre - How does it work?
|
cmcfadze |
13th May '09 |
416 |
3 |
|
How many inbound contact centers operate in Britain?
|
Dea |
5th Jun '18 |
414 |
2 |
|
Strategy to Run A New Contact Centre
|
vdavid70 |
11th Dec '12 |
408 |
3 |
|
Moving from 0845 to 0800
|
JD |
25th Apr '13 |
408 |
4 |
|
Examples in-house contact centre operations
|
Stephen |
4th Jul '18 |
405 |
3 |
|
Spanish queue bilingual vs non-bi
|
Joni |
14th Dec '18 |
402 |
2 |
|
how to motivate agents
|
Elmarie |
26th Jan '18 |
398 |
2 |
|
How much DATA is enough?
|
ciaranball |
16th Aug '13 |
390 |
2 |
|
Looking for Contact Center Mentor
|
Anon |
5th Nov '13 |
358 |
2 |
|
Women in Management
|
Anon |
26th Feb '13 |
356 |
4 |
|
Monthly calls v customer base
|
Maria |
18th Sep '18 |
339 |
4 |
|
Sample Calls
|
Anon |
24th Jun '14 |
335 |
2 |
|
Assigning Quality Assurance Work
|
Robert |
1st Jul '18 |
334 |
2 |
|
Outbound Call Project
|
Anil |
9th May '19 |
333 |
3 |
|
Tagging Friends In You Facebook Posts
|
Alastair |
11th Jan '19 |
322 |
2 |
|
Unwanted Contacts
|
Anon |
30th Sep '14 |
321 |
6 |
|
Defensive Plan for CC Ops
|
aidakarim |
31st Oct '12 |
321 |
2 |
|
Up-selling/Cross-selling question
|
Anon |
7th Apr '16 |
317 |
3 |
|
Help with Non Sales Calls
|
HASTUR |
2nd Jul '10 |
315 |
3 |
|
Reducing processes to increase internal work
|
JoR |
18th Jun '09 |
312 |
4 |
|
Understanding Your Calls
|
Tash |
30th Oct '18 |
306 |
2 |
|
Coaching to variances
|
Anon |
22nd Apr '16 |
304 |
4 |
|
Why are the individual parts of an opening spiel important?
|
Jennelyn |
9th Sep '20 |
286 |
2 |
|
Wasted talent
|
Graham |
19th Mar '18 |
282 |
2 |
|
Monetizing Calls
|
leewohl |
30th Dec '11 |
279 |
2 |
|
Is turning off email support in favour of chat premature?
|
Anon |
2nd Jul '15 |
273 |
4 |
|
Test call programme
|
Jackm |
11th Jan '10 |
272 |
3 |
|
Knowing the Nature of Abandoned Calls
|
Anon |
26th Jun '14 |
271 |
2 |
|
How can I get an immediate lift in FCR
|
Dwight |
26th Jun '17 |
261 |
2 |
|
Top 100 Largest Contact Centers in US
|
Bob |
2nd Apr '19 |
259 |
2 |
|
clearing a queries backlog
|
John |
1st Oct '15 |
252 |
2 |
|
Newbie question
|
bennyx_o |
30th Mar '11 |
244 |
2 |
|
Operator Intercepts
|
Gary |
15th Sep '20 |
242 |
2 |
|
Call answering query
|
Anon |
12th May '14 |
233 |
2 |
|
Outgoing call target
|
Cale |
16th Oct '09 |
223 |
3 |
|
How to have agents handle angry customers?
|
Corie |
11th Apr '19 |
184 |
2 |
|
High inbound flow for e-commerce App based customers
|
Paresh |
28th Feb '19 |
183 |
2 |
|
How often does contacting a customer become before it\'s harassment
|
Bob |
27th Jan '20 |
181 |
3 |
|
Multitasking Agents - Inbound and Outbound Sales
|
Anon |
24th Jul '13 |
178 |
4 |
|
Versitile Leadership
|
Ntsako |
29th Jun '11 |
177 |
7 |
|
Low Employee Attrition
|
Jonty |
5th May '09 |
160 |
7 |
|
What are the standard ratio of agents to Team Leaders within a contact centre environment?
|
Oliver |
17th Feb '20 |
157 |
3 |
|
What percentage of customers would choose web over voice?
|
refjohn |
27th May '09 |
157 |
3 |
|
Standard call center model
|
Fatemeh |
17th May '20 |
146 |
2 |
|
Where might I find large Contact Centre RFPs?
|
JacobBE |
11th Feb '19 |
145 |
2 |
|
Low Cost Contact Centre locations
|
Oliver |
19th Feb '20 |
74 |
2 |
|
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