Translate
Home
Articles
Hints and Tips
Customer Experience
Employee Engagement
Service Strategy
Management
Skills
Life
Planning
Quality
Technology
Technology
Insights
AI
Analytics
Contact Centre Software
CCaaS
Headsets
Knowledge Management
WFM
Quality
Voice of Customer
Video
Video
Recorded Webinars
Resources
Resources
Reports
Research
Hints & tips
Directory
Webinars
Recorded Webinars
Definitions
Newsletter
Webinars
Webinars
Recorded Webinars
Events
Tools
Tools
Erlang Calculator
Forecasting
Multi-Channel Calculator
Cheat Sheets
Dashboard Template
Schedule Adherence
Call Monitoring Form
Jargon
Erlang
Erlang Calculator
Erlang Calculation
Erlang Formula
Excel Calculator
Online Calculator
What is an Erlang?
Insights
Industry Insights
Latest News
Events
Case Studies
Videos
Webinars
Forum
LinkedIn Community
WFM
WFM
Planning
Forecasting
Scheduling
IntraDay
Erlang
Directory
News
Events
Events
Webinars
Recorded Webinars
Advertise
Advertise
Media Pack
About Us
☰
Try one of these Pages
Something has gone wrong and the page you're looking for may have moved.
Try searching the database
Related articles
The Importance of Call Centre Culture and How to Improve it
Culture within a contact centre should broadly be understood as a ‘state where people are proud to come to work and de..
Read more...
Topic- vs. Scenario-Based Learning in a Contact Centre
If you’ve ever started a new job, you’ve likely gone through some form of a training program. These programs vary in..
Read more...
The Importance of Audio Quality for Contact Centres
Josh O’Farrell answers the question: how could poor audio quality be affecting how your customers experience your cont..
Read more...
The Importance of WebRTC Monitoring for Enterprises
Web Real Time Communications (WebRTC) is transforming the way we communicate online. Fuelled, in part, by the remote com..
Read more...
The Importance of Communication to Customer Service Excellence
Helen Billingham at Enghouse Interactive explains the importance of communication to customer service excellence. Everyo..
Read more...
The Importance of Detecting Blind Spots in Telecoms Networks
If you run an international company with toll and toll-free numbers, detecting deficiencies in telecoms networks can pre..
Read more...
The Importance of Motivating Your Call Centre Agents
Josh O’Farrell of Spearline discusses how best to engage contact centre agents and support their well-being. A call ce..
Read more...
The Importance of Caller ID
Caller ID can be a great feature, but how important is it to businesses? Robert asked our LinkedIn Community of industry..
Read more...
The Importance of Customer Service on Mother’s Day
With Mother’s Day looming in the UK (27th March), there’s still time (just) to order and dispatch your present. The ..
Read more...
Cost of Living Crisis: The Importance of Proactive and Empathetic Outreach
With inflation rates hitting record levels worldwide, there’s no doubt we are entering a global cost of living crisis...
Read more...
The Importance of Customer Control in Increasing Satisfaction
A lack of customer control is one of the biggest gripes people have when interacting with companies. Endless call queues..
Read more...
The Importance of Treating Your Customers Right
Five9’s Frank Geck explains why treating your customers right is important. Contact centres can range from thousan..
Read more...
The Importance of a Good Call Routing Strategy
Contact centres are busy these days with major initiatives. The 2020 lockdowns revealed gaps in contact centre resilienc..
Read more...
The Importance of Emotional Intelligence in the Contact Centre
The last twelve months have been difficult for everyone working in customer service. As we move forward with new hybrid ..
Read more...
Editor's Pick
21 Tips to Make Your Customers Feel Truly Valued
Top 10 Use Cases for Speech Analytics
How to Improve Forecast Accuracy
5 Things Creative Leaders Do Differently
Latest Resources
Guide: Work From Home vs Return To Office
White Paper: How to Operationalise AI Workflows in the Contact Centre
Upcoming Events
Advancing CX With GenAI-Powered Innovation – Webinar
Tue 02 Apr 2024
Introducing EnghouseAI – Practical AI for Smarter CX – Webinar
Thu 04 Apr 2024
Latest Insights
How Did Remote Work Revitalize Collaborative CX?
5 Signs You Need a VoiceBot
Featured Articles
21 Ways to Say “I’m Sorry” and Apologize to a Customer for Bad Service
The Key Elements of a CX Lifecycle and Ways to Improve It
What is Attrition Rate and How to Calculate It
The Top 10 Call-Closing Statement Examples
Popular Pages
The Ultimate List of Positive Words, Phrases, and Sentences to Brighten Your Customer’s Day
The Top 50 Words to Describe Yourself on Your CV in 2024
Contact Centre Dashboard Excel Template
Alpha, Bravo, Charlie… What is the Phonetic Alphabet and How Does it Improve Call Centre Service?