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 18715 17
Agents Capacity OneQTour 31st Aug '10 9962 5
Dashboard Reporting Jacdac 22nd Oct '09 6224 4
Equipment List to setup Call Centre Lokesh 27th Feb '02 5619 4
Taking Payments cbryant 22nd Feb '10 5494 14
reverse erlang Susan 23rd May '19 4767 3
Maximum Number Of Attempts MDA1974 8th Feb '11 4314 6
Seat Utilisation Santhosh 12th Mar '04 3918 7
Web Based Chat Software yip 25th Jul '17 3189 2
Workforce Management (WFM) or Workforce Optimization (WFO)? Jonty 26th Mar '10 3149 3
Erlang Calculator 10 Hours Mark 13th Sep '19 2518 3
IVR routing Alfonso 22nd Oct '19 2254 2
CTI screen pop up Erwin 8th Oct '19 1811 3
What is the future of call centre technology nbrady 1st Oct '10 1678 16
How long should you keep your call centre data ? Nicolas 8th Oct '19 1620 2
ID&V in IVR Jamie 16th Jun '19 1617 3
Setting up a Call Centre from scratch Leahna 5th Mar '12 1544 3
How long do you need to keep recorded calls for? JoR 4th Feb '11 1532 2
Call recording software costs nicola12 30th May '12 1461 5
ACD 'call in queue' announcements Tracey 26th Jun '01 1369 30
Floor Walking Solution Anon 16th Oct '13 1367 4
Quality Monitoring Software Kyezer 16th Jan '12 1342 7
Case studies for the Effectiveness of Web Chat Lee 24th Feb '11 1340 7
workforce management + call forecasting tools Anon 16th Jun '14 1280 2
Call Reason Codes Anon 15th Oct '15 1225 3
Experience of AI completing QA in call centre Alex 16th Apr '20 1181 3
Calculate dollar value of an additional second of AHT in call center Amy 20th Nov '17 1163 2
False Positive Rate andywhelan 26th Jan '11 1154 7
Forecasting e-mails Coops 14th Oct '11 1112 5
Avaya CMS Supervisor karun 14th Dec '07 1052 3
Looking for non Telephony WFM system Terry 19th Jun '19 1052 3
VOIP providers Vilius 6th Sep '19 1028 2
Hosted Predictive Dialler JD 24th Feb '10 1024 6
Small call centre help needed! D 3rd Jul '17 1024 3
Easy Outbound call option for Me, Myself & I Jo 20th Nov '17 971 2
Impact 360 Ad-hoc Reports Anon 20th May '13 921 2
GSM Gateways Lisa 9th Apr '10 895 3
Thin client pc solution Sanman001 20th Nov '09 869 5
Tips on Lead Management Mike 15th Nov '04 865 10
Login Recovery error Melissa 4th Sep '19 864 2
Home Working Platform Euan 19th Feb '13 854 4
Break Time Scheduling App Emmanuel 3rd Apr '18 853 2
Best Telephony Solutions - Home Working Shane 27th Aug '19 818 2
Inbound & Outbound AHT on Avaya Definity B 20th Jan '04 775 3
PCI DSS compliant Voice Recording HEW 13th Jul '09 762 6
Scheduling software for Automating Scheduling Anon 23rd Oct '13 760 3
Obligatory Call Recording birgitta 3rd Sep '19 745 2
How to Calculate Backlog of Incident Requests Mohamed 29th Jun '17 734 2
Tracking AHT drake 21st Feb '20 697 2
The perfect dialler / contact suite ianmc 21st Jan '13 683 2
Help with Softphone please RuthMT 24th Dec '10 674 5
Wallboard Solution Chrisr 5th Nov '12 670 5
Dual Band Voice cancelling Headsets KrisUK 2nd Dec '12 655 7
Telephony Provider Jschafer 31st Jul '19 645 3
Call Centre Start Up Jeff 5th Oct '10 633 6
Integrated WFM Score Cards Andy 16th Apr '10 632 2
Not Ready Vs Logout Trish 9th Jan '20 619 2
Workforce Management Outsourcing sean 28th Oct '09 604 3
Work at home internet speed requirements Dana 26th Feb '19 597 2
Erlang Calculator is working again megan 6th May '20 595 3
Cost of a web chat Jonty 9th Oct '12 592 4
Outbound Diallers advice needed.... bezzaboy1978 25th Jul '10 575 2
Work Force Management Tools Cindi 17th Oct '17 547 2
Cutting calls off SCF 18th May '11 533 2
Help re equipment required for call handling call centre Anon 3rd Apr '13 514 3
Call Scripts Dialogue Box Software or Techylogy Anon 30th Jul '13 495 4
What Metrics to use on Wallboards Toby 28th Dec '17 478 2
What is Short Call Disconnect Daripalli Ramesh 18th Sep '09 475 2
voice over ip calls Tarek 7th Feb '18 456 3
Live chat payments Jschafer 8th Jan '18 447 2
Inbound call alert Susan 8th Mar '18 440 2
Wireless Headsets Stuart 15th Dec '11 437 3
After Call Automated Customer Survey kevin 3rd Aug '09 420 6
Email Management Solution Anon 11th Sep '13 404 2
Complaints stand alone solution Amanda 4th Jan '18 400 2
WFM Software - Balanced Priorities vs Queue prioritization Michael 6th Nov '18 395 2
Best Info to Display on WallBoards Harj 17th Aug '11 389 2
High Call Drop Issues Anon 9th Nov '15 337 10
Routing callers to enter mobile number for stock info Steve 8th Nov '18 334 2
Ring fenced adviser training and development Anon 16th Oct '14 330 6
How to reduce calls at call center Josphine 2nd Mar '20 327 2
Measuring Success of Self -Service FAQs Cingram 4th Jul '12 306 2
Costing of Dialer JP1912 11th Sep '09 301 6
Diallers for B2B klw 2nd Nov '09 290 4
Changing Helpdesk Software - Other Solutions? janemidwood 17th Aug '17 289 2
IVR - What do YOUR customers really think? David 6th Jun '01 288 36
Hot Desk booking James 25th Feb '20 279 2
Experiences with Queue Buster SW Cornelia 28th Oct '04 270 5
Typing skills Anon 30th Jul '14 244 3
Wireless headsets and reliability Jo 13th Jun '18 235 4
Call Back Tecnology Anon 2nd Apr '14 233 3
Secure headset Abhishek 16th Oct '03 232 8
Handsets/Headsets Anon 9th Dec '14 229 2
Knowledgebase Software Kiwi65 5th Feb '10 192 3
How do you Record Staff Appraisals? Bernie 21st Jan '05 191 21
Call Analysis software Ann-Marie 23rd Apr '07 182 6
Internet access at work - yes, no, or restricted? Jim 15th May '01 175 12
Desktop PC or Laptop Peter 13th Mar '19 175 2
Amalgamating Q-Max Workplans Jenny 30th Oct '01 174 7
Voice Recognition and the Contact Centre Dave 21st Aug '03 159 16
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