Technology

This forum is for the discussion of call-centre related technology.
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Subject Author Created Views Posts
How to calculate AHT manually Reshma 14th Jan '10 17850 17
Agents Capacity OneQTour 31st Aug '10 9482 5
Dashboard Reporting Jacdac 22nd Oct '09 6163 4
Taking Payments cbryant 22nd Feb '10 5412 14
Equipment List to setup Call Centre Lokesh 27th Feb '02 5311 4
reverse erlang Susan 23rd May '19 4629 3
Maximum Number Of Attempts MDA1974 8th Feb '11 4169 6
Seat Utilisation Santhosh 12th Mar '04 3833 7
Web Based Chat Software yip 25th Jul '17 3174 2
Workforce Management (WFM) or Workforce Optimization (WFO)? Jonty 26th Mar '10 3095 3
Erlang Calculator 10 Hours Mark 13th Sep '19 2504 3
IVR routing Alfonso 22nd Oct '19 2235 2
CTI screen pop up Erwin 8th Oct '19 1790 3
What is the future of call centre technology nbrady 1st Oct '10 1666 16
ID&V in IVR Jamie 16th Jun '19 1602 3
How long should you keep your call centre data ? Nicolas 8th Oct '19 1598 2
Setting up a Call Centre from scratch Leahna 5th Mar '12 1534 3
How long do you need to keep recorded calls for? JoR 4th Feb '11 1523 2
Call recording software costs nicola12 30th May '12 1446 5
Quality Monitoring Software Kyezer 16th Jan '12 1328 7
Floor Walking Solution Anon 16th Oct '13 1323 4
workforce management + call forecasting tools Anon 16th Jun '14 1258 2
Case studies for the Effectiveness of Web Chat Lee 24th Feb '11 1247 6
Call Reason Codes Anon 15th Oct '15 1163 3
False Positive Rate andywhelan 26th Jan '11 1132 7
Calculate dollar value of an additional second of AHT in call center Amy 20th Nov '17 1095 2
Forecasting e-mails Coops 14th Oct '11 1074 5
ACD 'call in queue' announcements Tracey 26th Jun '01 1045 30
Looking for non Telephony WFM system Terry 19th Jun '19 1041 3
VOIP providers Vilius 6th Sep '19 1015 2
Small call centre help needed! D 3rd Jul '17 1013 3
Hosted Predictive Dialler JD 24th Feb '10 1012 6
Avaya CMS Supervisor karun 14th Dec '07 998 3
Easy Outbound call option for Me, Myself & I Jo 20th Nov '17 960 2
Impact 360 Ad-hoc Reports Anon 20th May '13 902 2
GSM Gateways Lisa 9th Apr '10 884 3
Tips on Lead Management Mike 15th Nov '04 855 10
Login Recovery error Melissa 4th Sep '19 852 2
Thin client pc solution Sanman001 20th Nov '09 849 5
Home Working Platform Euan 19th Feb '13 835 4
Best Telephony Solutions - Home Working Shane 27th Aug '19 800 2
Break Time Scheduling App Emmanuel 3rd Apr '18 789 2
PCI DSS compliant Voice Recording HEW 13th Jul '09 752 6
Scheduling software for Automating Scheduling Anon 23rd Oct '13 749 3
Obligatory Call Recording birgitta 3rd Sep '19 734 2
How to Calculate Backlog of Incident Requests Mohamed 29th Jun '17 689 2
Inbound & Outbound AHT on Avaya Definity B 20th Jan '04 687 3
The perfect dialler / contact suite ianmc 21st Jan '13 673 2
Wallboard Solution Chrisr 5th Nov '12 658 5
Help with Softphone please RuthMT 24th Dec '10 657 5
Dual Band Voice cancelling Headsets KrisUK 2nd Dec '12 644 7
Telephony Provider Jschafer 31st Jul '19 633 3
Tracking AHT drake 21st Feb '20 631 2
Integrated WFM Score Cards Andy 16th Apr '10 622 2
Call Centre Start Up Jeff 5th Oct '10 608 6
Not Ready Vs Logout Trish 9th Jan '20 593 2
Workforce Management Outsourcing sean 28th Oct '09 582 3
Cost of a web chat Jonty 9th Oct '12 575 4
Outbound Diallers advice needed.... bezzaboy1978 25th Jul '10 566 2
Work Force Management Tools Cindi 17th Oct '17 535 2
Cutting calls off SCF 18th May '11 519 2
Work at home internet speed requirements Dana 26th Feb '19 515 2
Help re equipment required for call handling call centre Anon 3rd Apr '13 501 3
Call Scripts Dialogue Box Software or Techylogy Anon 30th Jul '13 484 4
What Metrics to use on Wallboards Toby 28th Dec '17 469 2
What is Short Call Disconnect Daripalli Ramesh 18th Sep '09 462 2
voice over ip calls Tarek 7th Feb '18 443 3
Live chat payments Jschafer 8th Jan '18 433 2
Wireless Headsets Stuart 15th Dec '11 419 3
Inbound call alert Susan 8th Mar '18 419 2
After Call Automated Customer Survey kevin 3rd Aug '09 410 6
Email Management Solution Anon 11th Sep '13 393 2
Complaints stand alone solution Amanda 4th Jan '18 390 2
WFM Software - Balanced Priorities vs Queue prioritization Michael 6th Nov '18 384 2
Best Info to Display on WallBoards Harj 17th Aug '11 378 2
Routing callers to enter mobile number for stock info Steve 8th Nov '18 323 2
Ring fenced adviser training and development Anon 16th Oct '14 320 6
How to reduce calls at call center Josphine 2nd Mar '20 306 2
Measuring Success of Self -Service FAQs Cingram 4th Jul '12 296 2
Costing of Dialer JP1912 11th Sep '09 289 6
High Call Drop Issues Anon 9th Nov '15 284 10
Diallers for B2B klw 2nd Nov '09 280 4
Changing Helpdesk Software - Other Solutions? janemidwood 17th Aug '17 279 2
IVR - What do YOUR customers really think? David 6th Jun '01 270 36
Hot Desk booking James 25th Feb '20 258 2
Experiences with Queue Buster SW Cornelia 28th Oct '04 249 5
Typing skills Anon 30th Jul '14 232 3
Wireless headsets and reliability Jo 13th Jun '18 225 4
Call Back Tecnology Anon 2nd Apr '14 223 3
Secure headset Abhishek 16th Oct '03 220 8
Handsets/Headsets Anon 9th Dec '14 218 2
Knowledgebase Software Kiwi65 5th Feb '10 182 3
How do you Record Staff Appraisals? Bernie 21st Jan '05 172 21
Call Analysis software Ann-Marie 23rd Apr '07 170 6
Internet access at work - yes, no, or restricted? Jim 15th May '01 165 12
Amalgamating Q-Max Workplans Jenny 30th Oct '01 161 7
Desktop PC or Laptop Peter 13th Mar '19 152 2
Voice Recognition and the Contact Centre Dave 21st Aug '03 148 16
Recording for coaching purposes Helen 24th Nov '05 141 6
Predictive dialling Marianne 12th Aug '03 139 8
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