Call center software and metrics:

• Understanding call center occupancy vs. call center adherence

  Answer - Our expert Lori Bocklund explains what’s important about call center occupancy and call center adherence, and how and why both metrics are vital to the operation of any call center. 30 October 2009

• How to increase call center staffing with Erlang C calculator

  Answer - Expert Lori Bocklund explains the best way call center management can calculate call volume and help with the need to increase call center staffing with Erlang C. 22 October 2009

• How can I measure call center agents' unavailable and "not ready" time?

  Answer - Find out how to measure call center agents' unavailable and not ready time in this expert tip and get a formula for calculating unavailable time in your call center. 17 September 2009

• How long should I spend on the quality monitoring process for each call?

  Answer - Find out how long to spend on quality monitoring process for each call in your call center in this expert tip. Learn why top-tier quality monitoring (QM) software can speed up the call center quality monitoring process. 17 September 2009

• Determining ratio of back-office agents to support inbound call center agents

  Answer - Find out if there is a way to calculate the ratio of back-office agents to support inbound call center agents and get call center headcount tips in this expert Q/A. 30 July 2009

• How to calculate workforce management ROI and benefits for the call center

  Answer - Trying to measure ROI for workforce management (WFM)? Read expert advice on the benefits of WFM, including more accurate forecasts and scheduling, resulting in better match of resources to workload. 30 July 2009

• In calculating utilization rate, should we subtract time for break/lunch?

  Answer - In calculating utilization rate for the call center, should you subtract out the time that call center agents are on break/lunch? Get expert advice about how to calculate utilization rate in this tip. 30 July 2009

• Questions to ask when analyzing call center talk time

  Answer - The best way to lower talk time in the call center is to carefully analyze what factors are driving the talk time. Learn what questions to ask when looking at call center talk time and how to develop an escalation plan for agents. 30 July 2009

• Two ways to calculate average handle time: At the agent level vs. queue/skill level

  Answer - Some tools calculate average handle time (AHT) on a call center agent level (VAG), while some tools report AHT on queue/skill level (VQ). Get expert advice about calculating AHT in this tip. 30 July 2009

• Using a call center staffing calculator to determine staffing needs

  Answer - Correct call center staffing requirements cannot be determined by the number of agents and occupancy. Find out the best way to determine the number of call center agents you need. 30 July 2009