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Seat Utilization Ratio Hello, I’am looking for seat utilization ratios for bank call centers.. could you please gi..
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Required FTE Calculation (Non-Voice) Hi, Can someone help me please. I’m tryin to get the required HC/FTE per day ..
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AHT Glide Path (Learning Curve) Calculation What would be the the best way to calculate the AHT Glide Path? Is there any..
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Quality Assurance Staff to Agent Ratio I am looking for best practices on determining the amount of QA staff to consider..
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FTE hours requirements I have seen FTE hours requirements calculated two different ways when factoring in an 80% occupan..
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COPC Attrition Calculation Hi. Can anyone share with me the COPC calculation for total monthly attrition. Many thanks. Q..
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In this article by Megan Jones we explore the best team leader to agent ratio in the contact centre, outlining the pros ..
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Ratio of Supervisors Or Trainers Per Customer Service Rep. Need to know how many Supervisors would be required for a 100..
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FTE Calculation At A Monthly How can I use Erlang to find the right number of FTE for a monthly volume? How can consider..
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5% of contact centres have an Agent/ Team Leader ratio higher than 21:1. Poll – “On average, how many agents doe..
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WFM Analysts to Staff Ratio I know there isn’t a “one size fits all” answer to this, though I’m ..
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Required Head Count Calculation I have Historical Data show only the Offered calls per month 79291 Call and i have also ..
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Non Critical Error Calculation COPC formula for non critical scoring is : 1-sum of non critical errors/#of calls monitor..
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