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Featured CRM Questions

  • What is the formula to calculate the manpower requirement at a call center?

    What is the formula to calculate the manpower requirement at a call center, if the no.of calls are specified for example, as 50000 calls and defined AHT is 150 secs per call?

    arijitdutta5 pointsBadges:
  • Seat utilization and manpower requirment formula for call centers

    What's the seat utilization and manpower requirement formula for call centers, specially for domestic call centers?

    S1215 pointsBadges:
  • What is the formula to calculate the manpower requirement at a call center

    What is the formula to calculate the manpower requirement at a call center, if the no.of calls are specified for example, as 50000 calls and defined AHT is 150 secs per call?

    Iyer10 pointsBadges:
  • E-chat within a call center

    Where is the best place I can get solid information on what is e-chat within a call center? What are sop's for e-chat in a call center, KPI's, and best way to manage?

    curtisweeds5 pointsBadges:
  • How long are you required to keep phone recordings for PCI Compliance

    Call Center taking calls with credit card information given. How long are we to keep these recordings for PCI Compliance?

    LCooley5 pointsBadges:
  • % Occupancy Target Setting

    Hi, for a campaign sized at 5 agents 24/7 coverage, at 95% AL and SL of 80%, what could be an acceptable %Occ Target?

    park2k25 pointsBadges:
  • Calculating benefit from WFM tool

    Hi, We trying to get the right way to measure the benefit of a WFM tool implementation in a large call center. What are the key measures? Or the right CTQ drill down? We have L2R but that can be influenced by many other factors. Schd efficiency, we do not have a baseline - because there was no way...

    SPhalini5 pointsBadges:
  • What is the industry standard for call center monthly/annual attrition?

    I am trying to gain understanding of industry standard attrition for call centers.

    stowers5 pointsBadges:
  • Calculate calls for call center

    I have agents that are logged on different queues during the day and some calls get calls and some not. How can I calculate? Should I have the number of hours an agent was connected on a queue?

    mohamed12330 pointsBadges:
  • Do you have an example of a call center’s decision tree?

    I'd like to see an example of a decision tree in a call center. Specifically, I'd like to see if there is a structure about how a conversation should be held between the call center and the user.

    DIANASYZ5 pointsBadges:
  • Working in the call center industry

    Why would I want to work in the call center industry?

    jhennyliling5 pointsBadges:
  • What types of testing is required for B2B applications on mobile?

    I need to test B2B applications on mobile. Please let me know what are the key aspects that are to be tested.

    vgat20015 pointsBadges:
  • What is ATG Dynamo?

    Could someone explain exactly what ATG Dynamo is and where is sits within a Java development solution. I am a recruiter and I have spoken with a candidate who has developed within this environment extensively. I would like to try and understand what this means in terms of his technical strengths...

    TechRec5 pointsBadges:
  • Monthly call volumes vs. weekly call volumes for determining required head count at call center

    I need an advice on what is the industry to calculate the monthly required headcount of a single service at contact center. I'm using erlang C calculator on Excel and one of the inputs required for this formula is the per interval (1 hour) number of calls. But this formula does not define the...

    aalsbiei10 pointsBadges:
  • Interview questions for an ATG commerce developer

    looking to hire an ATG JAVA commerce developer but not sure which questions to ask.

    Ogoode5 pointsBadges:
  • What’s the best call center solution?

    I would like to ask what's the best call center solution for anyone who have big experienced in Call Center? There are people recommending Vicidial but I would like to ask for other opinions.

    Mar12330 pointsBadges:
  • Obtain certification for a healthcare based call center

    I am looking to obtain certification for a healthcare based call center. I've reviewed the proposal of COPC and SQS en 1583 but have yet to come to a conclusion. Does anyone have any prior experience with call center certifications or suggestions?

    KRiley15 pointsBadges:
  • Call centers and ISO 9000 certification

    Are there case studies available about the benefit of ISO 9000 certification in call centers?

    skraybill5 pointsBadges:
  • Outsourcing QA functions is call centers

    Does a trend exist regarding financial service companies outsourcing the Quality Assurance function? Any opinions about this concept pro or con would be appreciated.

    DEMUSA5 pointsBadges:
  • Can you suggest me some activities to improve quality?

    I want to implement some activities to improve call quality of the advisers. Please suggest some activities.

    Shrikrishna5 pointsBadges:

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