Technology

This forum is for the discussion of call-centre related technology.
Subject Author Created Views Posts
How to calculate AHT manually Reshma 14th Jan '10 39180 19
Agents Capacity OneQTour 31st Aug '10 11294 5
reverse erlang Susan 23rd May '19 7273 5
Equipment List to setup Call Centre Lokesh 27th Feb '02 6458 4
Dashboard Reporting Jacdac 22nd Oct '09 6399 4
Taking Payments cbryant 22nd Feb '10 5722 14
Maximum Number Of Attempts MDA1974 8th Feb '11 4908 6
Seat Utilisation Santhosh 12th Mar '04 4231 7
Who is using 8x8 or Puzzel with full Microsoft Teams integration? Teresa 10th Dec '20 3637 2
Referencing your article? Jack 21st Oct '20 3610 2
Wallboard Help paul 5th Aug '21 3526 3
Workforce Management (WFM) or Workforce Optimization (WFO)? Jonty 26th Mar '10 3376 3
Web Based Chat Software yip 25th Jul '17 3257 2
Automating Call Distribution to 2 BPOs/Outsourcers Tracy 19th May '21 2768 2
Email Software needed Chris 23rd Feb '21 2762 3
Calling China with a power dialler Rob 15th Oct '20 2702 2
Erlang Calculator 10 Hours Mark 13th Sep '19 2588 3
ACD 'call in queue' announcements Tracey 26th Jun '01 2554 30
IVR routing Alfonso 22nd Oct '19 2332 2
Remote Training Software Scott 4th Feb '21 2332 3
AI/Chatbot services Rich 15th Apr '21 2156 2
CTI screen pop up Erwin 8th Oct '19 1950 3
How to improve adherence to user adoption Colleen 7th Oct '20 1862 2
Technology solution to measure non-ACD agent productivity needed Jennifer 18th Sep '20 1787 3
ID&V in IVR Jamie 16th Jun '19 1775 3
What is the future of call centre technology nbrady 1st Oct '10 1748 16
How long should you keep your call centre data ? Nicolas 8th Oct '19 1740 2
How long do you need to keep recorded calls for? JoR 4th Feb '11 1636 2
Setting up a Call Centre from scratch Leahna 5th Mar '12 1610 3
Call recording software costs nicola12 30th May '12 1538 5
Floor Walking Solution Anon 16th Oct '13 1529 4
Case studies for the Effectiveness of Web Chat Lee 24th Feb '11 1441 7
Quality Monitoring Software Kyezer 16th Jan '12 1406 7
Calculate dollar value of an additional second of AHT in call center Amy 20th Nov '17 1383 2
Call Reason Codes Anon 15th Oct '15 1371 3
workforce management + call forecasting tools Anon 16th Jun '14 1359 2
Forecasting e-mails Coops 14th Oct '11 1324 5
Experience of AI completing QA in call centre Alex 16th Apr '20 1245 3
False Positive Rate andywhelan 26th Jan '11 1239 7
Avaya CMS Supervisor karun 14th Dec '07 1221 3
Tracking AHT drake 21st Feb '20 1142 2
Looking for non Telephony WFM system Terry 19th Jun '19 1104 3
Break Time Scheduling App Emmanuel 3rd Apr '18 1098 2
VOIP providers Vilius 6th Sep '19 1097 2
Hosted Predictive Dialler JD 24th Feb '10 1091 6
Small call centre help needed! D 3rd Jul '17 1084 3
Work at home internet speed requirements Dana 26th Feb '19 1077 2
Inbound & Outbound AHT on Avaya Definity B 20th Jan '04 1074 3
Easy Outbound call option for Me, Myself & I Jo 20th Nov '17 1029 2
Impact 360 Ad-hoc Reports Anon 20th May '13 1015 2
Thin client pc solution Sanman001 20th Nov '09 971 5
GSM Gateways Lisa 9th Apr '10 961 3
Home Working Platform Euan 19th Feb '13 939 4
Tips on Lead Management Mike 15th Nov '04 935 10
Login Recovery error Melissa 4th Sep '19 929 2
Best Telephony Solutions - Home Working Shane 27th Aug '19 883 2
How to Calculate Backlog of Incident Requests Mohamed 29th Jun '17 876 2
Building Erlang A Calculator in Excel M 4th Sep '20 857 2
PCI DSS compliant Voice Recording HEW 13th Jul '09 820 6
Scheduling software for Automating Scheduling Anon 23rd Oct '13 816 3
Obligatory Call Recording birgitta 3rd Sep '19 816 2
Not Ready Vs Logout Trish 9th Jan '20 804 2
Call Centre Start Up Jeff 5th Oct '10 753 6
Wallboard Solution Chrisr 5th Nov '12 743 5
Help with Softphone please RuthMT 24th Dec '10 740 5
The perfect dialler / contact suite ianmc 21st Jan '13 737 2
Telephony Provider Jschafer 31st Jul '19 711 3
Dual Band Voice cancelling Headsets KrisUK 2nd Dec '12 708 7
Integrated WFM Score Cards Andy 16th Apr '10 694 2
Cost of a web chat Jonty 9th Oct '12 692 4
Workforce Management Outsourcing sean 28th Oct '09 681 3
Password change Bernadine 27th Sep '20 681 0
Erlang Calculator is working again megan 6th May '20 677 3
Outbound Diallers advice needed.... bezzaboy1978 25th Jul '10 634 2
Work Force Management Tools Cindi 17th Oct '17 608 2
Cutting calls off SCF 18th May '11 606 2
Help re equipment required for call handling call centre Anon 3rd Apr '13 575 3
Inbound call alert Susan 8th Mar '18 561 2
Call Scripts Dialogue Box Software or Techylogy Anon 30th Jul '13 553 4
What Metrics to use on Wallboards Toby 28th Dec '17 544 2
What is Short Call Disconnect Daripalli Ramesh 18th Sep '09 537 2
voice over ip calls Tarek 7th Feb '18 532 3
Live chat payments Jschafer 8th Jan '18 525 2
Wireless Headsets Stuart 15th Dec '11 498 3
High Call Drop Issues Anon 9th Nov '15 487 10
After Call Automated Customer Survey kevin 3rd Aug '09 481 6
Email Management Solution Anon 11th Sep '13 465 2
Complaints stand alone solution Amanda 4th Jan '18 462 2
WFM Software - Balanced Priorities vs Queue prioritization Michael 6th Nov '18 457 2
Best Info to Display on WallBoards Harj 17th Aug '11 445 2
Routing callers to enter mobile number for stock info Steve 8th Nov '18 395 2
Experiences with Queue Buster SW Cornelia 28th Oct '04 388 5
Ring fenced adviser training and development Anon 16th Oct '14 387 6
How to reduce calls at call center Josphine 2nd Mar '20 387 2
Costing of Dialer JP1912 11th Sep '09 367 6
Measuring Success of Self -Service FAQs Cingram 4th Jul '12 366 2
IVR - What do YOUR customers really think? David 6th Jun '01 363 36
Diallers for B2B klw 2nd Nov '09 361 4
Hot Desk booking James 25th Feb '20 357 2
Changing Helpdesk Software - Other Solutions? janemidwood 17th Aug '17 347 2
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