Planning Strategy and Management
Issues related to running a call centre or customer service department
Subject Author Views Posts
Shrinkage Shuchi 2252 12
Forecast Variance Calculation Rod 1831 6
Computing FTE for Chat account Martin 837 2
WFM - Genesys or Aspect or Blue Pumpkin (for 600 agents) Oscar 713 19
Service Level Calculations Louise 466 9
Recommended Workforce Management Software Glenn 409 17
Calculate FTE for an Outbound Campaign Stuart 402 6
WFM question - Agents required Mahesh 392 8
Erlang C with Excel 2007 Graham 384 14
Forecasting using Calls Offered Chris 351 11
Grade of Service Analysis - Help! B 298 9
Defining KPI's for outbound Telesales Team Leaders Richard 290 8
Ratio of supervisors or trainers per Customer service rep. Francine 259 4
Abandon % Calculation and the "self abandoned" call Ian 246 26
Erlang formula and question Kevin 230 6
How to calculate staffing for chat process Sunil 203 2
Standard Operating Procedures Abhilasha 199 5
Occupancy Mark 186 11
Recruitment Claire 183 5
FTE Computation (Week View) Michael 135 12
Staffing - FTE Required santosh 129 40
Dress Up Theme Days any ideas? Jubril 128 5
long term forecasts richard 124 4
Average Speed of Answer Hasan 123 5
Setting up a call centre Sameer 115 5
Noise and stress in a Hospital Switchboard Steven 114 8
Reducing AHT Ajith kumar 108 10
Not Ready Codes Paul 106 13
Question about AHT Jen 106 14
Dress Codes David 105 29
call center Setup asif 105 6
Forecast Chats - Factoring in Multiple Windows Dan 102 4
rota formats Chris 102 26
How to do multiskilling in IEX OR simple excel Ritesh 100 3
Forecasting: What tools do you use? Wil 99 13
Need Tips Using Telemarketers To Sell Web Hosting Colin 99 5
ABANDONED CALLS - TOLERANCE LEVELS ?? MARK 98 3
Indian Language and outbound training rich 97 32
Setting up a small internal call centre Elaine 97 7
Total Headcount vs. FTE Per Hour Pamela 97 3
Headset control Ann-Marie 97 3
Setting up a Small Size Call Center Mustafa 96 5
Sickness Target Chris 96 29
Genesys-WFM emilio 96 4
Work Force Management Software Joanne 95 2
IT,s That Time Of The Year Again (Invite for CCV Members) John 95 7
Is using WFM tool effective for a call centre manned by 20-30 agents? Indrani 94 9
How to increase your RPC numbers? Andy 94 3
Erlang for Excel Requriements versus Resource Model Requirements Vosy 94 18
Cost per Vitor 94 3
Updated: 12 Jul  15:22:01 More topics...