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A selection of questions and answers from the Call Centre Helper and Call Centre Voice communities.
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Targets for Email AHT
Call Center FTE Based On Calls Per Month
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Performance Improvement Plan – PIP
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Reverse Erlang
Concurrent AHT
Reporting Period On Erlang C Calculations
How Do You Define the Capacity Plan? What is Its Objective and Purpose
SLA and Abandon Formulas In Erlang
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