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 44564 19
Agents Capacity OneQTour 31st Aug '10 11463 5
reverse erlang Susan 23rd May '19 7444 5
Equipment List to setup Call Centre Lokesh 27th Feb '02 6543 4
Dashboard Reporting Jacdac 22nd Oct '09 6424 4
Taking Payments cbryant 22nd Feb '10 5751 14
Kronos and Acuity tom 29th Sep '21 5098 2
Maximum Number Of Attempts MDA1974 8th Feb '11 5002 6
Wallboard Help paul 5th Aug '21 4750 3
Seat Utilisation Santhosh 12th Mar '04 4296 7
Who is using 8x8 or Puzzel with full Microsoft Teams integration? Teresa 10th Dec '20 3666 2
Referencing your article? Jack 21st Oct '20 3629 2
Workforce Management (WFM) or Workforce Optimization (WFO)? Jonty 26th Mar '10 3417 3
Web Based Chat Software yip 25th Jul '17 3283 2
Outbound Numbers Getting Flagged as Spam Anan 29th Nov '21 3255 2
Automating Call Distribution to 2 BPOs/Outsourcers Tracy 19th May '21 2807 2
Email Software needed Chris 23rd Feb '21 2786 3
Calling China with a power dialler Rob 15th Oct '20 2725 2
Erlang Calculator 10 Hours Mark 13th Sep '19 2613 3
ACD 'call in queue' announcements Tracey 26th Jun '01 2598 30
Remote Training Software Scott 4th Feb '21 2360 3
IVR routing Alfonso 22nd Oct '19 2352 2
AI/Chatbot services Rich 15th Apr '21 2178 2
CTI screen pop up Erwin 8th Oct '19 1977 3
How to improve adherence to user adoption Colleen 7th Oct '20 1881 2
Technology solution to measure non-ACD agent productivity needed Jennifer 18th Sep '20 1819 3
ID&V in IVR Jamie 16th Jun '19 1797 3
How long should you keep your call centre data ? Nicolas 8th Oct '19 1771 2
What is the future of call centre technology nbrady 1st Oct '10 1764 16
How long do you need to keep recorded calls for? JoR 4th Feb '11 1662 2
Setting up a Call Centre from scratch Leahna 5th Mar '12 1628 3
Floor Walking Solution Anon 16th Oct '13 1575 4
Call recording software costs nicola12 30th May '12 1557 5
Case studies for the Effectiveness of Web Chat Lee 24th Feb '11 1472 7
Calculate dollar value of an additional second of AHT in call center Amy 20th Nov '17 1428 2
Quality Monitoring Software Kyezer 16th Jan '12 1418 7
Call Reason Codes Anon 15th Oct '15 1385 3
workforce management + call forecasting tools Anon 16th Jun '14 1377 2
Forecasting e-mails Coops 14th Oct '11 1358 5
Tracking AHT drake 21st Feb '20 1278 2
False Positive Rate andywhelan 26th Jan '11 1266 7
Experience of AI completing QA in call centre Alex 16th Apr '20 1263 3
Avaya CMS Supervisor karun 14th Dec '07 1257 3
Technologies NOKWETHEMBA 1st Dec '21 1182 0
Work at home internet speed requirements Dana 26th Feb '19 1170 2
Break Time Scheduling App Emmanuel 3rd Apr '18 1137 2
Inbound & Outbound AHT on Avaya Definity B 20th Jan '04 1130 3
Hosted Predictive Dialler JD 24th Feb '10 1122 6
Looking for non Telephony WFM system Terry 19th Jun '19 1119 3
VOIP providers Vilius 6th Sep '19 1111 2
Small call centre help needed! D 3rd Jul '17 1104 3
Easy Outbound call option for Me, Myself & I Jo 20th Nov '17 1045 2
Impact 360 Ad-hoc Reports Anon 20th May '13 1036 2
Thin client pc solution Sanman001 20th Nov '09 995 5
GSM Gateways Lisa 9th Apr '10 975 3
Tips on Lead Management Mike 15th Nov '04 957 10
Home Working Platform Euan 19th Feb '13 951 4
Login Recovery error Melissa 4th Sep '19 940 2
Building Erlang A Calculator in Excel M 4th Sep '20 932 2
Best Telephony Solutions - Home Working Shane 27th Aug '19 894 2
How to Calculate Backlog of Incident Requests Mohamed 29th Jun '17 893 2
PCI DSS compliant Voice Recording HEW 13th Jul '09 835 6
Not Ready Vs Logout Trish 9th Jan '20 832 2
Obligatory Call Recording birgitta 3rd Sep '19 829 2
Scheduling software for Automating Scheduling Anon 23rd Oct '13 828 3
Call Centre Start Up Jeff 5th Oct '10 768 6
Wallboard Solution Chrisr 5th Nov '12 758 5
Help with Softphone please RuthMT 24th Dec '10 755 5
The perfect dialler / contact suite ianmc 21st Jan '13 749 2
Telephony Provider Jschafer 31st Jul '19 725 3
Dual Band Voice cancelling Headsets KrisUK 2nd Dec '12 721 7
Cost of a web chat Jonty 9th Oct '12 711 4
Integrated WFM Score Cards Andy 16th Apr '10 709 2
Any recommendations on an IVR design specialist Larry 20th Jan '22 699 2
Workforce Management Outsourcing sean 28th Oct '09 697 3
Password change Bernadine 27th Sep '20 695 0
Erlang Calculator is working again megan 6th May '20 689 3
Outbound Diallers advice needed.... bezzaboy1978 25th Jul '10 650 2
Work Force Management Tools Cindi 17th Oct '17 629 2
Cutting calls off SCF 18th May '11 620 2
Help re equipment required for call handling call centre Anon 3rd Apr '13 593 3
Inbound call alert Susan 8th Mar '18 582 2
What Metrics to use on Wallboards Toby 28th Dec '17 574 2
What is Short Call Disconnect Daripalli Ramesh 18th Sep '09 572 2
Call Scripts Dialogue Box Software or Techylogy Anon 30th Jul '13 570 4
Live chat payments Jschafer 8th Jan '18 569 2
voice over ip calls Tarek 7th Feb '18 557 3
Wireless Headsets Stuart 15th Dec '11 512 3
After Call Automated Customer Survey kevin 3rd Aug '09 511 6
High Call Drop Issues Anon 9th Nov '15 501 10
Complaints stand alone solution Amanda 4th Jan '18 493 2
Email Management Solution Anon 11th Sep '13 478 2
WFM Software - Balanced Priorities vs Queue prioritization Michael 6th Nov '18 471 2
Best Info to Display on WallBoards Harj 17th Aug '11 456 2
Experiences with Queue Buster SW Cornelia 28th Oct '04 418 5
Routing callers to enter mobile number for stock info Steve 8th Nov '18 411 2
Ring fenced adviser training and development Anon 16th Oct '14 401 6
How to reduce calls at call center Josphine 2nd Mar '20 401 2
Costing of Dialer JP1912 11th Sep '09 382 6
Measuring Success of Self -Service FAQs Cingram 4th Jul '12 378 2
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