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 26002 17
Agents Capacity OneQTour 31st Aug '10 10574 5
reverse erlang Susan 23rd May '19 6820 5
Dashboard Reporting Jacdac 22nd Oct '09 6321 4
Equipment List to setup Call Centre Lokesh 27th Feb '02 6092 4
Taking Payments cbryant 22nd Feb '10 5634 14
Maximum Number Of Attempts MDA1974 8th Feb '11 4622 6
Seat Utilisation Santhosh 12th Mar '04 4056 7
Referencing your article? Jack 21st Oct '20 3572 2
Workforce Management (WFM) or Workforce Optimization (WFO)? Jonty 26th Mar '10 3267 3
Web Based Chat Software yip 25th Jul '17 3214 2
Calling China with a power dialler Rob 15th Oct '20 2665 2
Erlang Calculator 10 Hours Mark 13th Sep '19 2549 3
IVR routing Alfonso 22nd Oct '19 2286 2
Who is using 8x8 or Puzzel with full Microsoft Teams integration? Teresa 10th Dec '20 2171 2
ACD 'call in queue' announcements Tracey 26th Jun '01 2143 30
CTI screen pop up Erwin 8th Oct '19 1876 3
How to improve adherence to user adoption Colleen 7th Oct '20 1815 2
Technology solution to measure non-ACD agent productivity needed Jennifer 18th Sep '20 1737 3
What is the future of call centre technology nbrady 1st Oct '10 1707 16
ID&V in IVR Jamie 16th Jun '19 1686 3
How long should you keep your call centre data ? Nicolas 8th Oct '19 1684 2
How long do you need to keep recorded calls for? JoR 4th Feb '11 1582 2
Setting up a Call Centre from scratch Leahna 5th Mar '12 1569 3
Call recording software costs nicola12 30th May '12 1491 5
Floor Walking Solution Anon 16th Oct '13 1445 4
Case studies for the Effectiveness of Web Chat Lee 24th Feb '11 1387 7
Quality Monitoring Software Kyezer 16th Jan '12 1369 7
Call Reason Codes Anon 15th Oct '15 1324 3
workforce management + call forecasting tools Anon 16th Jun '14 1316 2
Calculate dollar value of an additional second of AHT in call center Amy 20th Nov '17 1276 2
Experience of AI completing QA in call centre Alex 16th Apr '20 1212 3
Forecasting e-mails Coops 14th Oct '11 1208 5
False Positive Rate andywhelan 26th Jan '11 1188 7
Avaya CMS Supervisor karun 14th Dec '07 1130 3
Looking for non Telephony WFM system Terry 19th Jun '19 1074 3
VOIP providers Vilius 6th Sep '19 1052 2
Hosted Predictive Dialler JD 24th Feb '10 1048 6
Small call centre help needed! D 3rd Jul '17 1047 3
Break Time Scheduling App Emmanuel 3rd Apr '18 997 2
Easy Outbound call option for Me, Myself & I Jo 20th Nov '17 996 2
Impact 360 Ad-hoc Reports Anon 20th May '13 967 2
Thin client pc solution Sanman001 20th Nov '09 923 5
GSM Gateways Lisa 9th Apr '10 918 3
Inbound & Outbound AHT on Avaya Definity B 20th Jan '04 913 3
Home Working Platform Euan 19th Feb '13 897 4
Tips on Lead Management Mike 15th Nov '04 891 10
Tracking AHT drake 21st Feb '20 888 2
Work at home internet speed requirements Dana 26th Feb '19 887 2
Login Recovery error Melissa 4th Sep '19 886 2
Best Telephony Solutions - Home Working Shane 27th Aug '19 846 2
How to Calculate Backlog of Incident Requests Mohamed 29th Jun '17 806 2
PCI DSS compliant Voice Recording HEW 13th Jul '09 789 6
Scheduling software for Automating Scheduling Anon 23rd Oct '13 782 3
Building Erlang A Calculator in Excel M 4th Sep '20 782 2
Obligatory Call Recording birgitta 3rd Sep '19 770 2
The perfect dialler / contact suite ianmc 21st Jan '13 708 2
Help with Softphone please RuthMT 24th Dec '10 704 5
Wallboard Solution Chrisr 5th Nov '12 704 5
Not Ready Vs Logout Trish 9th Jan '20 700 2
Call Centre Start Up Jeff 5th Oct '10 677 6
Dual Band Voice cancelling Headsets KrisUK 2nd Dec '12 676 7
Telephony Provider Jschafer 31st Jul '19 671 3
Integrated WFM Score Cards Andy 16th Apr '10 657 2
Erlang Calculator is working again megan 6th May '20 642 3
Cost of a web chat Jonty 9th Oct '12 640 4
Password change Bernadine 27th Sep '20 637 0
Workforce Management Outsourcing sean 28th Oct '09 636 3
Outbound Diallers advice needed.... bezzaboy1978 25th Jul '10 599 2
Work Force Management Tools Cindi 17th Oct '17 571 2
Cutting calls off SCF 18th May '11 564 2
Help re equipment required for call handling call centre Anon 3rd Apr '13 538 3
Call Scripts Dialogue Box Software or Techylogy Anon 30th Jul '13 522 4
What Metrics to use on Wallboards Toby 28th Dec '17 505 2
Inbound call alert Susan 8th Mar '18 503 2
What is Short Call Disconnect Daripalli Ramesh 18th Sep '09 502 2
voice over ip calls Tarek 7th Feb '18 487 3
Live chat payments Jschafer 8th Jan '18 474 2
Wireless Headsets Stuart 15th Dec '11 460 3
After Call Automated Customer Survey kevin 3rd Aug '09 447 6
Email Management Solution Anon 11th Sep '13 427 2
High Call Drop Issues Anon 9th Nov '15 426 10
Complaints stand alone solution Amanda 4th Jan '18 424 2
WFM Software - Balanced Priorities vs Queue prioritization Michael 6th Nov '18 423 2
Best Info to Display on WallBoards Harj 17th Aug '11 411 2
Routing callers to enter mobile number for stock info Steve 8th Nov '18 360 2
Ring fenced adviser training and development Anon 16th Oct '14 357 6
How to reduce calls at call center Josphine 2nd Mar '20 354 2
Measuring Success of Self -Service FAQs Cingram 4th Jul '12 333 2
IVR - What do YOUR customers really think? David 6th Jun '01 328 36
Costing of Dialer JP1912 11th Sep '09 328 6
Experiences with Queue Buster SW Cornelia 28th Oct '04 325 5
Diallers for B2B klw 2nd Nov '09 318 4
Changing Helpdesk Software - Other Solutions? janemidwood 17th Aug '17 313 2
Hot Desk booking James 25th Feb '20 312 2
Typing skills Anon 30th Jul '14 269 3
Call Back Tecnology Anon 2nd Apr '14 265 3
How do you Record Staff Appraisals? Bernie 21st Jan '05 264 21
Wireless headsets and reliability Jo 13th Jun '18 262 4
Secure headset Abhishek 16th Oct '03 258 8
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