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
Ratio of Supervisors Or Trainers Per Customer Service Rep.
Ratio of Supervisors Or Trainers Per Customer Service Rep. Need to know how many Supervisors would be required for a 100..
Read more...
What the Experts Recommend: Team-Building Games and Exercises
From original blindfold games to Chinese whispers, our experts present an array of team building ideas that are perfect ..
Read more...
Call Centre Metrics – 10 Experts Share Their Favourite Advice
 We share ten tips for better using call centre metrics, which have been shared with us by industry experts. The firs..
Read more...
What Is CSAT? Definition, How to Measure CSAT, and Tips From Experts
CSAT (Customer Satisfaction) is a measurement used to quantify the degree to which customers are satisfied with a servic..
Read more...
Puzzel Launches Agent Assist
Puzzel has announced the latest capabilities of its cloud-based contact centre solution, designed to add a new dimension..
Read more...
Staff Motivation: How Supervisors Can Motivate Remote Teams
Akixi share some key lessons for increasing motivation when managing remote teams. For most businesses, the initial hurd..
Read more...
Absenteeism is a Big Problem for Contact Centre Supervisors
In a recent poll, we found that absenteeism was the greatest difficulty for contact centre supervisors and managers to o..
Read more...
3 Ways Supervisors Can Improve Employee Engagement
Cameron Smith of Genesys discusses how supervisors and team leaders can better employee engagement in the contact centr..
Read more...
9 Lessons From the Connect Assist Contact Centre
Here are some ideas we picked up on a site visit to the Connect Assist contact centre in Cardiff. 1. Don’t assume ..
Read more...
Call Centre Coaching – 10 Experts Share Their Favourite Advice
 We share ten tips for better using call centre coaching, which have been shared with us by industry experts. The fir..
Read more...
How to Recognize and Assist Vulnerable Consumers
Richard Bassett, VP Digital & Analytics, NICE International, explores how to empower contact centres to recognize an..
Read more...
How AI Can Assist Your Contact Centre Team
Valur Svansson of Lifesize discusses how new contact centre artificial intelligence (AI) tools can support your call cen..
Read more...
8×8 Sales Assist Announced to Improve CX
8×8 has announced 8×8 Sales Assist for retailers. Combining components of 8×8 contact centre, 8×8 CP..
Read more...
Top 5 Call Center Performance Metrics for Managers and Agents
Talkdesk’s Shauna Geraghty explores the main call centre performance metrics to be monitored by agents and manager..
Read more...
Experts Reveal the One Aspect of Call Centre Regulations They Would Improve
CallMiner share insights from a range of industry experts on the to topic of how call centre regulations should be impro..
Read more...
Empower Your Supervisors With Voice Technology
A big part of a contact centre supervisor’s job is making sure their team is okay. That may sound obvious, but itâ€..
Read more...
Assist Digital Joins Five9 Partner Network
Five9 has announced that it gained CX-Specialist Assist Digital as a new partner. With this addition, Five9 made its Eur..
Read more...
Editor's Pick
How to Improve Forecast Accuracy
5 Things Creative Leaders Do Differently
16 Ways to Reduce AHT – Without Damaging the Customer Experience
Call Volumes Up? Here’s What You Can Do About It
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
QA Dashboards & Analytics: Insights & Trend Analysis
Understanding AI-Driven Forecasting
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?