Planning Strategy and Management
Issues related to running a call centre or customer service department
Subject Author Views Posts
Shrinkage Shuchi 2063 12
Forecast Variance Calculation Rod 1625 6
Computing FTE for Chat account Martin 767 2
WFM - Genesys or Aspect or Blue Pumpkin (for 600 agents) Oscar 515 19
Service Level Calculations Louise 427 9
Recommended Workforce Management Software Glenn 375 17
Calculate FTE for an Outbound Campaign Stuart 354 6
WFM question - Agents required Mahesh 350 8
Erlang C with Excel 2007 Graham 343 14
Forecasting using Calls Offered Chris 317 11
Grade of Service Analysis - Help! B 273 9
Defining KPI's for outbound Telesales Team Leaders Richard 266 8
Ratio of supervisors or trainers per Customer service rep. Francine 218 4
Erlang formula and question Kevin 208 6
Abandon % Calculation and the "self abandoned" call Ian 206 26
Recruitment Claire 178 5
How to calculate staffing for chat process Sunil 174 2
Standard Operating Procedures Abhilasha 172 5
Occupancy Mark 168 11
FTE Computation (Week View) Michael 124 12
Staffing - FTE Required santosh 112 40
Average Speed of Answer Hasan 111 5
Dress Up Theme Days any ideas? Jubril 108 5
Setting up a call centre Sameer 102 5
long term forecasts richard 100 4
Question about AHT Jen 99 14
Reducing AHT Ajith kumar 99 10
Noise and stress in a Hospital Switchboard Steven 98 8
Not Ready Codes Paul 94 13
How to do multiskilling in IEX OR simple excel Ritesh 94 3
Dress Codes David 93 29
Need Tips Using Telemarketers To Sell Web Hosting Colin 93 5
Forecast Chats - Factoring in Multiple Windows Dan 92 4
Setting up a small internal call centre Elaine 92 7
Total Headcount vs. FTE Per Hour Pamela 92 3
Indian Language and outbound training rich 91 32
rota formats Chris 91 26
call center Setup asif 91 6
Setting up a Small Size Call Center Mustafa 91 5
Sickness Target Chris 91 29
Work Force Management Software Joanne 90 2
Forecasting: What tools do you use? Wil 90 13
Symposium v4.0 what can it do..getting the best out of? Tim 89 6
Cost per Vitor 89 3
Erlang Forecasting in Excel - mins in interval Philip 89 3
Genesys-WFM emilio 89 4
ABANDONED CALLS - TOLERANCE LEVELS ?? MARK 88 3
Is using WFM tool effective for a call centre manned by 20-30 agents? Indrani 88 9
Flexible working Closed 88 3
How to increase your RPC numbers? Andy 88 3
Updated: 12 Jul  15:22:01 More topics...