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A selection of questions and answers from the Call Centre Helper and Call Centre Voice communities.
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How Do You Calculate Chat Occupancy?
Call Centre Agent Performance Targets
Erlang X
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Call Calibration Calculation
Grade of Service Formulas
Chat Concurrency
Forecasting Call Volumes and AHT
COPC Attrition Calculation
Colours In A Call Center
Call Centre Agent Titles and “Ranks”
Forecasting Abandoned Calls
HC Calculation for A Data Process
What is the Difference Between Absenteeism and Shrinkage?
DPA – When Does It Apply?
How to Calculate Log In Time
Ratio of Supervisors Or Trainers Per Customer Service Rep.
Industry Standard for DMC Rate
Best Practice Email Service Level Calculation
Sample Schedule for 24×5 Help Desk
Maximum Number of Attempts
How Long is Dead Air Time?
Schedule Attainment
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