• What measures can be taken to reduce AHT in the Call Centre (Inbound) Environment?

    What measures can be taken to reduce AHT in the Call Centre (Inbound) Environment?

    CRM Ask the Expert250 pointsBadges:
  • Virtual Call Center for SMBs

    I'm interested in a virtual call center. I've looked at some of the larger firms like LiveOps, and I like their technology and business model. But I'm a small company, and the the firms I've found don't want to work with me. What suggestions might you have for me? Thank you.

    CRM Ask the Expert250 pointsBadges:
  • We are trying to configure an Aspect Front Office Adapter with Siebel 8 and get the following error

    ERROR:Failed to load driver DLL CsAspect errno = 126

    Udine5 pointsBadges:
  • How to dial in to listen to Call Center calls live?

    Hello, currently we use Cacti and Cisco in our call center. Our client is asking us if there is a way that they can dial in and listen to live calls as they are coming in. Is there a way that we can help our client? My understanding is that this is not possible with Cacti and Cisco, but I want to...

    NetworkingATE1,545 pointsBadges:
  • benefits

    what are the benefits of call center agents and who will benefit from them?

    Myaj95 pointsBadges:
  • Need help with Call Center metrics

    We are a small call center of 28. We can be failing our MSI goal of 80%, but only have an occupancy rate of 70% or below. Shouldn't we be at 100% occupancy if we are missing MSI? Does someone in an AUX state effect our Occupancy rate? Our hours of operation are 8am-5pm. Thank you.

    CRM Ask the Expert250 pointsBadges:
  • How do you calculate the cost of setting up a Call Center?

    I want to start a new call center business in Egypt. I have no clue about how to market this business into other countries. Also, I need to know how to calculate the costs of 100 seat center. I'm totally new to this field of business. What would be the competitive prices to offer to prospects?...

    CRM Ask the Expert250 pointsBadges:
  • Switches and routers needed for Call Center?

    Hello, I am putting together a Call Centre for a non-profit organization. I will be running 10 workstations and 10 VOIP phones. I have acquired 10 CP7960’s. What switches and routers do I need to put this call centre together and run the phones with power over Ethernet? Thank you.

    CRM Ask the Expert250 pointsBadges:
  • What number of calls should be monitored in emergency call centers?

    Just wanted to know, what is the standard number of calls to be monitored and evaluated in emergency call centres? I mean, say, you are taking 1.6 million calls per month. Thank you.

    CRM Ask the Expert250 pointsBadges:
  • What is the best facilities/seat utilization ratio for call centers?

    Is there a 'Best In Class' ratio for Call Center facilities/ seat utilization? I've seen 1:3 used. Would you know the source and context of this ratio? Thank you.

    CRM Ask the Expert250 pointsBadges:
  • What is the average occupancy rate for outbound (lead generated) based call centers?

    What is the average occupancy rate for outbound (lead generated) based call centers?

    CRM Ask the Expert250 pointsBadges:
  • Stop Error (C000021a)

    I am receiving this stop error(C000021a) "windows logon process system process terminated unexpectedly" with win 2000 server. Safe mode and Last Known Good Conf. works fine. Is there any solution without reformating the HDD? I have ERD with me. Will that help me? Any advise on this would be highly...

    BinooDas123410 pointsBadges:
  • What is the best solution to calculate FTE’s for a outbound campaign?

    I am looking for the best solution to calculate FTE's for a outbound campaign. This is manual campaign, no dialer. Each customer will have 3 numbers to be reached at. If phone number one is not successful, then the agent will go to the next number and so on until a contact is made or all three...

    CRM Ask the Expert250 pointsBadges:
  • What is a “normalized” Average Handle Time (AHT)?

    What is a "normalized" Average Handle Time (AHT) and what is a good method of working one out?

    CRM Ask the Expert250 pointsBadges:
  • Looking for suggestions for reliable outsource partners for inbound calls

    I am in the completing an RFP. I need to submit this to various outsourcers. We are primarily an inbound call center with very simple needs. I am having a hard time finding a list of outsource companies in the USA to submit the finished RFP. Do you know where I can get a list of the "best"...

    CRM Ask the Expert250 pointsBadges:
  • Need your advice on Contact Center startup business

    I'm in the middle of an offshore contact center start-up and need some advice on what it would take to gather new business to ultimately succeed in the business primarily having clients in N. America. We are considering BPO services on top of contact center services. Let me give you a little...

    CRM Ask the Expert250 pointsBadges:
  • Call Center regulations in Canada

    If you are a Canadian Call Center processing US Credit Cards for US residents over the phone for another reseller do you have to be PCI compliant? Assume no software is hosted or stored on premise bit is done by a 3rd party based in US. What regulations does the Call Center fall under?

    ITKE54,650 pointsBadges:
  • Call Center Abandoned Calls metrics

    Why is it important for a call center to measure abandoned calls ratios?

    Vincentblake200110 pointsBadges:
  • Laptop Security (Remotely)

    Hi, I am an Information Security Consultant. We want to monitor all activities done by Laptop Users when they are working offline. Can somebody suggest a tool which can push all logs on server while a user is working offline. We have banned USB sticks in our office and also all email activity is...

    Tarang0 pointsBadges:
  • Capture screen w/scrolling marquee

    My company uses a 3rd party software. There's one screen that has a few graphs and a few lines that scroll across the screen. Similiar to a Screen Saver's Scrolling Marquee. They redesigned the software and this screen will no longer exist. I would like to capture this screen w/scrolling marquee....

    Drew65220 pointsBadges:

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