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 30232 17
Agents Capacity OneQTour 31st Aug '10 10840 5
reverse erlang Susan 23rd May '19 6947 5
Dashboard Reporting Jacdac 22nd Oct '09 6358 4
Equipment List to setup Call Centre Lokesh 27th Feb '02 6182 4
Taking Payments cbryant 22nd Feb '10 5673 14
Maximum Number Of Attempts MDA1974 8th Feb '11 4712 6
Seat Utilisation Santhosh 12th Mar '04 4108 7
Who is using 8x8 or Puzzel with full Microsoft Teams integration? Teresa 10th Dec '20 3593 2
Referencing your article? Jack 21st Oct '20 3585 2
Workforce Management (WFM) or Workforce Optimization (WFO)? Jonty 26th Mar '10 3310 3
Web Based Chat Software yip 25th Jul '17 3229 2
Calling China with a power dialler Rob 15th Oct '20 2677 2
Email Software needed Chris 23rd Feb '21 2627 3
Erlang Calculator 10 Hours Mark 13th Sep '19 2560 3
ACD 'call in queue' announcements Tracey 26th Jun '01 2361 30
IVR routing Alfonso 22nd Oct '19 2305 2
Remote Training Software Scott 4th Feb '21 2305 3
CTI screen pop up Erwin 8th Oct '19 1911 3
How to improve adherence to user adoption Colleen 7th Oct '20 1828 2
Technology solution to measure non-ACD agent productivity needed Jennifer 18th Sep '20 1754 3
ID&V in IVR Jamie 16th Jun '19 1722 3
What is the future of call centre technology nbrady 1st Oct '10 1720 16
How long should you keep your call centre data ? Nicolas 8th Oct '19 1703 2
How long do you need to keep recorded calls for? JoR 4th Feb '11 1599 2
Setting up a Call Centre from scratch Leahna 5th Mar '12 1581 3
Call recording software costs nicola12 30th May '12 1509 5
Floor Walking Solution Anon 16th Oct '13 1476 4
Case studies for the Effectiveness of Web Chat Lee 24th Feb '11 1410 7
Quality Monitoring Software Kyezer 16th Jan '12 1382 7
Call Reason Codes Anon 15th Oct '15 1339 3
workforce management + call forecasting tools Anon 16th Jun '14 1338 2
Calculate dollar value of an additional second of AHT in call center Amy 20th Nov '17 1313 2
Forecasting e-mails Coops 14th Oct '11 1262 5
Experience of AI completing QA in call centre Alex 16th Apr '20 1223 3
False Positive Rate andywhelan 26th Jan '11 1208 7
Avaya CMS Supervisor karun 14th Dec '07 1170 3
Looking for non Telephony WFM system Terry 19th Jun '19 1085 3
VOIP providers Vilius 6th Sep '19 1070 2
Hosted Predictive Dialler JD 24th Feb '10 1062 6
Small call centre help needed! D 3rd Jul '17 1060 3
Break Time Scheduling App Emmanuel 3rd Apr '18 1032 2
Easy Outbound call option for Me, Myself & I Jo 20th Nov '17 1008 2
Tracking AHT drake 21st Feb '20 996 2
Impact 360 Ad-hoc Reports Anon 20th May '13 989 2
Inbound & Outbound AHT on Avaya Definity B 20th Jan '04 972 3
Work at home internet speed requirements Dana 26th Feb '19 959 2
Thin client pc solution Sanman001 20th Nov '09 939 5
GSM Gateways Lisa 9th Apr '10 936 3
Home Working Platform Euan 19th Feb '13 920 4
Tips on Lead Management Mike 15th Nov '04 907 10
Login Recovery error Melissa 4th Sep '19 903 2
Best Telephony Solutions - Home Working Shane 27th Aug '19 859 2
How to Calculate Backlog of Incident Requests Mohamed 29th Jun '17 832 2
Building Erlang A Calculator in Excel M 4th Sep '20 804 2
PCI DSS compliant Voice Recording HEW 13th Jul '09 801 6
Scheduling software for Automating Scheduling Anon 23rd Oct '13 798 3
Obligatory Call Recording birgitta 3rd Sep '19 786 2
Not Ready Vs Logout Trish 9th Jan '20 748 2
Wallboard Solution Chrisr 5th Nov '12 721 5
The perfect dialler / contact suite ianmc 21st Jan '13 719 2
Call Centre Start Up Jeff 5th Oct '10 717 6
Help with Softphone please RuthMT 24th Dec '10 717 5
Dual Band Voice cancelling Headsets KrisUK 2nd Dec '12 691 7
Telephony Provider Jschafer 31st Jul '19 689 3
Integrated WFM Score Cards Andy 16th Apr '10 669 2
Workforce Management Outsourcing sean 28th Oct '09 657 3
Cost of a web chat Jonty 9th Oct '12 657 4
Password change Bernadine 27th Sep '20 655 0
Erlang Calculator is working again megan 6th May '20 653 3
Outbound Diallers advice needed.... bezzaboy1978 25th Jul '10 611 2
Work Force Management Tools Cindi 17th Oct '17 584 2
Cutting calls off SCF 18th May '11 580 2
Help re equipment required for call handling call centre Anon 3rd Apr '13 549 3
Call Scripts Dialogue Box Software or Techylogy Anon 30th Jul '13 534 4
Inbound call alert Susan 8th Mar '18 527 2
What Metrics to use on Wallboards Toby 28th Dec '17 518 2
What is Short Call Disconnect Daripalli Ramesh 18th Sep '09 511 2
voice over ip calls Tarek 7th Feb '18 507 3
Live chat payments Jschafer 8th Jan '18 488 2
Wireless Headsets Stuart 15th Dec '11 477 3
After Call Automated Customer Survey kevin 3rd Aug '09 459 6
High Call Drop Issues Anon 9th Nov '15 452 10
Email Management Solution Anon 11th Sep '13 439 2
Complaints stand alone solution Amanda 4th Jan '18 435 2
WFM Software - Balanced Priorities vs Queue prioritization Michael 6th Nov '18 435 2
Best Info to Display on WallBoards Harj 17th Aug '11 422 2
Routing callers to enter mobile number for stock info Steve 8th Nov '18 371 2
Ring fenced adviser training and development Anon 16th Oct '14 367 6
How to reduce calls at call center Josphine 2nd Mar '20 365 2
Experiences with Queue Buster SW Cornelia 28th Oct '04 352 5
Costing of Dialer JP1912 11th Sep '09 344 6
Measuring Success of Self -Service FAQs Cingram 4th Jul '12 342 2
IVR - What do YOUR customers really think? David 6th Jun '01 341 36
Diallers for B2B klw 2nd Nov '09 333 4
Hot Desk booking James 25th Feb '20 330 2
Changing Helpdesk Software - Other Solutions? janemidwood 17th Aug '17 326 2
Desktop PC or Laptop Peter 13th Mar '19 289 2
Typing skills Anon 30th Jul '14 284 3
Call Back Tecnology Anon 2nd Apr '14 280 3
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