Planning Strategy and Management
Issues related to running a call centre or customer service department
Subject Author Views Posts
Shrinkage Shuchi 1814 12
Forecast Variance Calculation Rod 1372 6
Computing FTE for Chat account Martin 663 2
WFM - Genesys or Aspect or Blue Pumpkin (for 600 agents) Oscar 460 19
Service Level Calculations Louise 373 9
WFM question - Agents required Mahesh 315 8
Recommended Workforce Management Software Glenn 310 17
Calculate FTE for an Outbound Campaign Stuart 299 6
Erlang C with Excel 2007 Graham 299 14
Forecasting using Calls Offered Chris 281 11
Defining KPI's for outbound Telesales Team Leaders Richard 230 8
Grade of Service Analysis - Help! B 220 9
Ratio of supervisors or trainers per Customer service rep. Francine 195 4
Erlang formula and question Kevin 182 6
Abandon % Calculation and the "self abandoned" call Ian 176 26
Recruitment Claire 164 5
Standard Operating Procedures Abhilasha 142 5
How to calculate staffing for chat process Sunil 142 2
Occupancy Mark 125 13
FTE Computation (Week View) Michael 105 12
Dress Up Theme Days any ideas? Jubril 93 5
Staffing - FTE Required santosh 90 40
Noise and stress in a Hospital Switchboard Steven 86 8
Question about AHT Jen 86 14
Reducing AHT Ajith kumar 86 10
Dress Codes David 85 29
Forecasting: What tools do you use? Wil 85 13
Total Headcount vs. FTE Per Hour Pamela 84 3
How to do multiskilling in IEX OR simple excel Ritesh 84 3
Setting up a call centre Sameer 83 5
GOS calculations Vs overstaffing Scott 81 5
Merging Customer Serives Call Center Maria 81 3
Back Office Forecast Pradeep 81 2
Using Genesys WFM C-N 81 4
FTE Requirements for blended agents Wil 81 4
long term forecasts richard 81 4
Blended FTE's Vitor 81 4
Does anyone have any good tips for staff motivation? Jim 80 94
Understanding & using Erlang Dylan 80 2
WE PUT CALL CENTRES TO THE TEST.. Jason 80 22
Request Training Inputs Venkateshwara Prasad 80 3
Occupancy Shuchi 80 4
rota formats Chris 80 26
Excel Sheets.... For Scheduling / Resource Planning and Forecasting Tim 80 2
Self-directed work teams Charlotte 80 3
Recession, global slowdown and the contact centre industry John 80 5
Average Speed of Answer Hasan 80 5
IT,s That Time Of The Year Again (Invite for CCV Members) John 80 7
Staff Planner Robert 80 7
Help Needed: Required FTE and maintain 85% Occupancy Paolo 80 3
Updated: 12 Jul  15:22:01 More topics...