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
Homeworking and Happy: The Advantages of Virtual Agents
Bill Backus explains why homeworking agents receive the highest CSAT scores. Many companies are looking at a virtual age..
Read more...
The Six Biggest Advantages of Chatbots
Linsey Jepma of OBI4wan identifies six big bonuses of implementing chatbots within your organization. Many organizations..
Read more...
6 Advantages of Using an ACD
Marta Lima at Talkdesk explains that when receiving a high number of inbound calls, contact centre agents struggle to ma..
Read more...
8 Advantages of the Work-From-Home Contact Centre
Jeremy Watkin shares some of the many benefits gained by allowing agents to work from home. Early in my career as a cont..
Read more...
Computer Equipment Rental: Advantages and Disadvantages
Anne Thebaut of Wisper shares the advantages and disadvantages of renting computer equipment. Managing assets within com..
Read more...
Key Advantages of Global Number Testing
Matthew Lawlor of Spearline discusses the benefits of ensuring high audio quality from your worldwide toll and toll-free..
Read more...
8 Advantages of Integrating Contact Centre Software With Your CRM
Ken Reid of rostrvm highlights eight benefits that you can attain from integrating your CRM system with other contact c..
Read more...
The Advantages of Adopting Messaging for Customer Service
Messaging apps are now part of everyone’s daily lives. 91% of UK mobile phone users rely on the likes of WhatsApp and ..
Read more...
How to Keep in Touch With Homeworking Agents
Bill Backus explains how to communicate effectively with your homeworking agents. Open and immediate communication is th..
Read more...
The Advantages of WFM for the Contact Centre
Lídia Dias at Talkdesk explains workforce management (WFM) and its benefits for contact centre staff management, employ..
Read more...
CCaaS: Definition and Advantages
Taylor Johnson at Talkdesk explains what CCaaS is and provides a brief history of Contact Centre as a Service. What is C..
Read more...
What Are Virtual Agents? Benefits and Getting Started
Celia Cerdeira at Talkdesk defines virtual agents and explains their benefits and how to get started. Virtual agents use..
Read more...
7 Tips to Keep Your Remote Agents Happy and Motivated
Ikechukwu Nnabeze, on behalf of injixo, shares his tips for managing remote agents and keeping them motivated. Keeping w..
Read more...
Tips for Keeping Agents Happy and Reducing Turnover
Holding onto talented contact centre agents isn’t always easy. The contact centre is known for having one of the most ..
Read more...
Top Customer Service Strategies – No. 2 Happy Staff = Happy Customers
This article focuses on how to retaining staff and keeping them happy. It is the second strategy presented in our articl..
Read more...
Podcast – Employee Engagement: Thinking Beyond Happy Employees Make Happy Customers
The Contact Centre Podcast: Episode Ten In this episode, Natalie Calvert of CX High Performance discusses the keys to em..
Read more...
Automated Customer Service: Advantages and Examples
Sarah Hunt-Stevenson of Infobip explores the key advantages of customer service automation, with use cases and tips on h..
Read more...
3 Immutable Laws of Motivated, Engaged and Happy Agents
Catherine DeStasio of Serenova shares three “laws” to improve motivation, engagement and happiness amongst c..
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?