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 35119 19
Agents Capacity OneQTour 31st Aug '10 11070 5
reverse erlang Susan 23rd May '19 7087 5
Equipment List to setup Call Centre Lokesh 27th Feb '02 6391 4
Dashboard Reporting Jacdac 22nd Oct '09 6377 4
Taking Payments cbryant 22nd Feb '10 5697 14
Maximum Number Of Attempts MDA1974 8th Feb '11 4818 6
Seat Utilisation Santhosh 12th Mar '04 4157 7
Who is using 8x8 or Puzzel with full Microsoft Teams integration? Teresa 10th Dec '20 3601 2
Referencing your article? Jack 21st Oct '20 3594 2
Workforce Management (WFM) or Workforce Optimization (WFO)? Jonty 26th Mar '10 3342 3
Web Based Chat Software yip 25th Jul '17 3238 2
Email Software needed Chris 23rd Feb '21 2740 3
Calling China with a power dialler Rob 15th Oct '20 2685 2
Erlang Calculator 10 Hours Mark 13th Sep '19 2569 3
ACD 'call in queue' announcements Tracey 26th Jun '01 2493 30
Remote Training Software Scott 4th Feb '21 2314 3
IVR routing Alfonso 22nd Oct '19 2313 2
AI/Chatbot services Rich 15th Apr '21 2134 2
Automating Call Distribution to 2 BPOs/Outsourcers Tracy 19th May '21 2114 2
CTI screen pop up Erwin 8th Oct '19 1926 3
How to improve adherence to user adoption Colleen 7th Oct '20 1843 2
Technology solution to measure non-ACD agent productivity needed Jennifer 18th Sep '20 1763 3
ID&V in IVR Jamie 16th Jun '19 1745 3
What is the future of call centre technology nbrady 1st Oct '10 1729 16
How long should you keep your call centre data ? Nicolas 8th Oct '19 1720 2
How long do you need to keep recorded calls for? JoR 4th Feb '11 1615 2
Setting up a Call Centre from scratch Leahna 5th Mar '12 1590 3
Call recording software costs nicola12 30th May '12 1520 5
Floor Walking Solution Anon 16th Oct '13 1502 4
Case studies for the Effectiveness of Web Chat Lee 24th Feb '11 1424 7
Quality Monitoring Software Kyezer 16th Jan '12 1390 7
Call Reason Codes Anon 15th Oct '15 1353 3
workforce management + call forecasting tools Anon 16th Jun '14 1348 2
Calculate dollar value of an additional second of AHT in call center Amy 20th Nov '17 1343 2
Forecasting e-mails Coops 14th Oct '11 1285 5
Experience of AI completing QA in call centre Alex 16th Apr '20 1232 3
False Positive Rate andywhelan 26th Jan '11 1220 7
Avaya CMS Supervisor karun 14th Dec '07 1194 3
Looking for non Telephony WFM system Terry 19th Jun '19 1093 3
VOIP providers Vilius 6th Sep '19 1079 2
Tracking AHT drake 21st Feb '20 1076 2
Hosted Predictive Dialler JD 24th Feb '10 1070 6
Small call centre help needed! D 3rd Jul '17 1069 3
Break Time Scheduling App Emmanuel 3rd Apr '18 1066 2
Inbound & Outbound AHT on Avaya Definity B 20th Jan '04 1024 3
Work at home internet speed requirements Dana 26th Feb '19 1017 2
Easy Outbound call option for Me, Myself & I Jo 20th Nov '17 1015 2
Impact 360 Ad-hoc Reports Anon 20th May '13 999 2
Thin client pc solution Sanman001 20th Nov '09 950 5
GSM Gateways Lisa 9th Apr '10 944 3
Home Working Platform Euan 19th Feb '13 927 4
Tips on Lead Management Mike 15th Nov '04 919 10
Login Recovery error Melissa 4th Sep '19 911 2
Best Telephony Solutions - Home Working Shane 27th Aug '19 867 2
How to Calculate Backlog of Incident Requests Mohamed 29th Jun '17 855 2
Building Erlang A Calculator in Excel M 4th Sep '20 831 2
PCI DSS compliant Voice Recording HEW 13th Jul '09 808 6
Scheduling software for Automating Scheduling Anon 23rd Oct '13 804 3
Obligatory Call Recording birgitta 3rd Sep '19 795 2
Not Ready Vs Logout Trish 9th Jan '20 778 2
Call Centre Start Up Jeff 5th Oct '10 736 6
Wallboard Solution Chrisr 5th Nov '12 728 5
Help with Softphone please RuthMT 24th Dec '10 726 5
The perfect dialler / contact suite ianmc 21st Jan '13 726 2
Dual Band Voice cancelling Headsets KrisUK 2nd Dec '12 697 7
Telephony Provider Jschafer 31st Jul '19 696 3
Integrated WFM Score Cards Andy 16th Apr '10 677 2
Cost of a web chat Jonty 9th Oct '12 673 4
Workforce Management Outsourcing sean 28th Oct '09 665 3
Password change Bernadine 27th Sep '20 662 0
Erlang Calculator is working again megan 6th May '20 659 3
Outbound Diallers advice needed.... bezzaboy1978 25th Jul '10 619 2
Work Force Management Tools Cindi 17th Oct '17 592 2
Cutting calls off SCF 18th May '11 589 2
Help re equipment required for call handling call centre Anon 3rd Apr '13 557 3
Call Scripts Dialogue Box Software or Techylogy Anon 30th Jul '13 541 4
Inbound call alert Susan 8th Mar '18 537 2
What Metrics to use on Wallboards Toby 28th Dec '17 529 2
What is Short Call Disconnect Daripalli Ramesh 18th Sep '09 519 2
voice over ip calls Tarek 7th Feb '18 516 3
Live chat payments Jschafer 8th Jan '18 496 2
Wireless Headsets Stuart 15th Dec '11 485 3
High Call Drop Issues Anon 9th Nov '15 470 10
After Call Automated Customer Survey kevin 3rd Aug '09 466 6
Email Management Solution Anon 11th Sep '13 446 2
Complaints stand alone solution Amanda 4th Jan '18 444 2
WFM Software - Balanced Priorities vs Queue prioritization Michael 6th Nov '18 443 2
Best Info to Display on WallBoards Harj 17th Aug '11 429 2
Routing callers to enter mobile number for stock info Steve 8th Nov '18 381 2
Ring fenced adviser training and development Anon 16th Oct '14 374 6
How to reduce calls at call center Josphine 2nd Mar '20 373 2
Experiences with Queue Buster SW Cornelia 28th Oct '04 369 5
Measuring Success of Self -Service FAQs Cingram 4th Jul '12 351 2
Costing of Dialer JP1912 11th Sep '09 350 6
IVR - What do YOUR customers really think? David 6th Jun '01 347 36
Diallers for B2B klw 2nd Nov '09 342 4
Hot Desk booking James 25th Feb '20 337 2
Changing Helpdesk Software - Other Solutions? janemidwood 17th Aug '17 335 2
Desktop PC or Laptop Peter 13th Mar '19 310 2
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