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
How British Gas Are Using Metrics in Their Contact Centre
In this video we look at how British Gas are using metrics in their contact centre. They have streamlined their metr..
Read more...
7 Lessons From the British Gas Contact Centre
Looking for a bit of inspiration in your contact centre? You might learn a few things from the award-winning British Gas..
Read more...
Speech Analytics 101: What Is Speech Analytics?
Many people’s first interaction with speech recognition technology came in the form of the dictation feature in Micros..
Read more...
Recorded Webinar : Speech Analytics and the Contact Centre
In this webinar we look at the latest development in Speech Analytics and explore its most popular uses in the Contact C..
Read more...
Combining Speech Analytics With Speech Recognition
Greg Spurrier of Voci Technologies shares two key questions for you to consider if you’re looking at speech analytics ..
Read more...
Recorded Webinar: Executive Briefing on Speech Analytics
Webinar on speech analytics. Speech analytics has made a dramatic change to the way that contact centres operate. It h..
Read more...
Genesys Reduces Greenhouse Gas Emissions by 22%
Genesys has published the Genesys 2021 Sustainability Report, detailing the company’s progress toward achieving its En..
Read more...
British Airways: A Customer Experience Predicament
Despite the complexity facing an international airline like British Airways, its challenge is essentially a very simple ..
Read more...
British Businesses Lose Nearly £5 Billion Due to Unplanned Customer Churn
Despite new UK regulations that encourage consumers to save money by changing suppliers, average customer churn increase..
Read more...
British Businesses Lose £2.5 Billion Due to Bad Customer Service
UK businesses are set to lose more than £2.5 billion as a result of providing bad lockdown customer service, according ..
Read more...
Voci Technologies Host a Speech Analytics Webinar
Voci Technologies introduce their recorded webinar, entitled ‘AI and the Power of Speech Technologies’. Spee..
Read more...
British Brands Lagging Behind on Empathetic Engagement
A new study from Genesys reveals British workplaces have become intrinsically more empathetic during the pandemic, but b..
Read more...
Over £500 Million Stolen From Customers of British Banks This Year
Recent figures compiled by banking industry group UK Finance have revealed that over £500 million was stolen from custo..
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?