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Call Centre Questions

Call Centre Reporting Metrics Such As AHT

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Industry Standards for Calling Times

What are the Legislations on Call Recording?

Woman Sitting at Computer doing Live Chat

FTE Calculation for Chat

call recording tapes

Can a Call Recording Made by a Customer be Used Against Me?

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How Can I Calculate Agent Availability %?

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How to Calculate Average Call Per Hour Per Agent & Per the Whole Center

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How Do You Measure Repeat Call Rate?

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Determining the Right Number of Calls Analysed

Calculating Shift Inflex

What is the Meaning of Shift Inflex?

Telehone receivers of different colors hanging on the green background

What Is the Difference Between an Abandoned, a Missed and a Lost Call?

Person typing on a digital keyboard

How to Improve Agents Typing While Talking and Listening

Can you Recommend any Games I can use to Motivate my Agents?

Live chat concept

How to Handle Multiple Chat Conversations Effectively

Should Call Centre Agents Use Mobile Phones at Work?

lady leaning on clock

What’s the Ideal Balance for Agent Break Times?

laptop showing forecast on screen

Is There a Standard Calculation for Forecast Variance?

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Dissatisfaction (DSAT) Analysis

Quality Assurance Vs Team Supervisor

Quality Assurance Vs Team Supervisor

Making Notes On Customers Account

Lifespan written on wooden blocks with a clock above it

What Is the Average Lifespan of a Call Centre Agent?

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Managing Lateness Within a Contact Centre

Employees playing fun office games

Games Ideas for An Office Olympic Themed Incentive

Call centre agents team at office

How Do You Choose Call Centre Agent Titles and “Ranks”?