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 20087 17
Agents Capacity OneQTour 31st Aug '10 10283 5
Dashboard Reporting Jacdac 22nd Oct '09 6275 4
Equipment List to setup Call Centre Lokesh 27th Feb '02 5864 4
reverse erlang Susan 23rd May '19 5647 5
Taking Payments cbryant 22nd Feb '10 5556 14
Maximum Number Of Attempts MDA1974 8th Feb '11 4440 6
Seat Utilisation Santhosh 12th Mar '04 3979 7
Workforce Management (WFM) or Workforce Optimization (WFO)? Jonty 26th Mar '10 3213 3
Web Based Chat Software yip 25th Jul '17 3196 2
Erlang Calculator 10 Hours Mark 13th Sep '19 2529 3
IVR routing Alfonso 22nd Oct '19 2266 2
CTI screen pop up Erwin 8th Oct '19 1843 3
ACD 'call in queue' announcements Tracey 26th Jun '01 1794 30
What is the future of call centre technology nbrady 1st Oct '10 1689 16
ID&V in IVR Jamie 16th Jun '19 1650 3
How long should you keep your call centre data ? Nicolas 8th Oct '19 1636 2
Setting up a Call Centre from scratch Leahna 5th Mar '12 1554 3
How long do you need to keep recorded calls for? JoR 4th Feb '11 1543 2
Call recording software costs nicola12 30th May '12 1474 5
Floor Walking Solution Anon 16th Oct '13 1401 4
Case studies for the Effectiveness of Web Chat Lee 24th Feb '11 1358 7
Quality Monitoring Software Kyezer 16th Jan '12 1352 7
workforce management + call forecasting tools Anon 16th Jun '14 1296 2
Call Reason Codes Anon 15th Oct '15 1288 3
Calculate dollar value of an additional second of AHT in call center Amy 20th Nov '17 1206 2
Experience of AI completing QA in call centre Alex 16th Apr '20 1193 3
False Positive Rate andywhelan 26th Jan '11 1168 7
Forecasting e-mails Coops 14th Oct '11 1155 5
Avaya CMS Supervisor karun 14th Dec '07 1084 3
Looking for non Telephony WFM system Terry 19th Jun '19 1060 3
VOIP providers Vilius 6th Sep '19 1035 2
Hosted Predictive Dialler JD 24th Feb '10 1034 6
Small call centre help needed! D 3rd Jul '17 1033 3
Easy Outbound call option for Me, Myself & I Jo 20th Nov '17 981 2
Impact 360 Ad-hoc Reports Anon 20th May '13 938 2
Break Time Scheduling App Emmanuel 3rd Apr '18 919 2
GSM Gateways Lisa 9th Apr '10 904 3
Thin client pc solution Sanman001 20th Nov '09 901 5
Tips on Lead Management Mike 15th Nov '04 873 10
Home Working Platform Euan 19th Feb '13 872 4
Login Recovery error Melissa 4th Sep '19 872 2
Inbound & Outbound AHT on Avaya Definity B 20th Jan '04 841 3
Best Telephony Solutions - Home Working Shane 27th Aug '19 827 2
Tracking AHT drake 21st Feb '20 776 2
PCI DSS compliant Voice Recording HEW 13th Jul '09 773 6
Scheduling software for Automating Scheduling Anon 23rd Oct '13 769 3
How to Calculate Backlog of Incident Requests Mohamed 29th Jun '17 765 2
Obligatory Call Recording birgitta 3rd Sep '19 756 2
Work at home internet speed requirements Dana 26th Feb '19 735 2
Technology solution to measure non-ACD agent productivity needed Jennifer 18th Sep '20 728 3
The perfect dialler / contact suite ianmc 21st Jan '13 690 2
Help with Softphone please RuthMT 24th Dec '10 686 5
Wallboard Solution Chrisr 5th Nov '12 679 5
Dual Band Voice cancelling Headsets KrisUK 2nd Dec '12 662 7
Building Erlang A Calculator in Excel M 4th Sep '20 657 2
Telephony Provider Jschafer 31st Jul '19 656 3
Call Centre Start Up Jeff 5th Oct '10 649 6
Not Ready Vs Logout Trish 9th Jan '20 647 2
Integrated WFM Score Cards Andy 16th Apr '10 641 2
Erlang Calculator is working again megan 6th May '20 625 3
Workforce Management Outsourcing sean 28th Oct '09 616 3
Cost of a web chat Jonty 9th Oct '12 613 4
Outbound Diallers advice needed.... bezzaboy1978 25th Jul '10 585 2
Work Force Management Tools Cindi 17th Oct '17 556 2
Cutting calls off SCF 18th May '11 547 2
Help re equipment required for call handling call centre Anon 3rd Apr '13 522 3
Call Scripts Dialogue Box Software or Techylogy Anon 30th Jul '13 504 4
What Metrics to use on Wallboards Toby 28th Dec '17 488 2
What is Short Call Disconnect Daripalli Ramesh 18th Sep '09 486 2
Inbound call alert Susan 8th Mar '18 469 2
voice over ip calls Tarek 7th Feb '18 466 3
Live chat payments Jschafer 8th Jan '18 457 2
Wireless Headsets Stuart 15th Dec '11 445 3
After Call Automated Customer Survey kevin 3rd Aug '09 432 6
Email Management Solution Anon 11th Sep '13 413 2
Complaints stand alone solution Amanda 4th Jan '18 409 2
WFM Software - Balanced Priorities vs Queue prioritization Michael 6th Nov '18 405 2
Best Info to Display on WallBoards Harj 17th Aug '11 397 2
High Call Drop Issues Anon 9th Nov '15 392 10
Routing callers to enter mobile number for stock info Steve 8th Nov '18 342 2
Ring fenced adviser training and development Anon 16th Oct '14 339 6
How to reduce calls at call center Josphine 2nd Mar '20 335 2
Measuring Success of Self -Service FAQs Cingram 4th Jul '12 314 2
Costing of Dialer JP1912 11th Sep '09 310 6
IVR - What do YOUR customers really think? David 6th Jun '01 300 36
Diallers for B2B klw 2nd Nov '09 300 4
Changing Helpdesk Software - Other Solutions? janemidwood 17th Aug '17 299 2
Experiences with Queue Buster SW Cornelia 28th Oct '04 294 5
Hot Desk booking James 25th Feb '20 291 2
Typing skills Anon 30th Jul '14 254 3
Wireless headsets and reliability Jo 13th Jun '18 248 4
Call Back Tecnology Anon 2nd Apr '14 246 3
Secure headset Abhishek 16th Oct '03 242 8
Handsets/Headsets Anon 9th Dec '14 239 2
Password change Bernadine 27th Sep '20 239 1
How do you Record Staff Appraisals? Bernie 21st Jan '05 220 21
Desktop PC or Laptop Peter 13th Mar '19 212 2
Knowledgebase Software Kiwi65 5th Feb '10 203 3
Call Analysis software Ann-Marie 23rd Apr '07 194 6
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