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 to Assess Quality on Email and Live Chat in the Contact Centre
In this article, we note some of the key things that contact centres must do when assessing quality on live chat and ema..
Read more...
10 Best Practices to Improve Customer Service Live Chat
Here are some best practices for improving the quality of communication on live chat and providing better customer servi..
Read more...
Staff Incentive Schemes That Work
Looks at staff incentives that really work. Includes a number of reward and recognition ideas and examples that you can..
Read more...
Incentive Schemes: Making Them Work for You
There’s more to a great incentive programme than pretty packaging. Here, Andrea Born reveals how to build an effec..
Read more...
Live Chat Probably Costs More than Phone Call
Thinking of reducing costs by introducing webchat? Make sure you read this article first! In 2016, our annual survey, en..
Read more...
Has Anyone Used Incentive Schemes to Reduce Sickness Absence?
Can anyone advise if they have any experience of using incentives to reduce sickness?Money is not an option so I wondere..
Read more...
Recorded Webinar: How to Give the Wow Factor on Email and Live Chat
It is good practise to show real empathy, use the language of the customer and take ownership of their query on live cha..
Read more...
How to Improve Your Employee Reward Schemes – With Examples
We share the keys to creating a great contact centre reward and recognition scheme, with plenty of examples along the wa..
Read more...
3 Quick-Fire Ways to Get the Most Out of Live Chat
Looking to enhance your live chat channel? Here are 3 ideas that can help. ..
Read more...
Answers: Incentive Schemes
Question: We want to introduce some innovative incentive schemes in to our outbound call centre – something a litt..
Read more...
Using Bonus Schemes to Motivate Agents
Many organisations use bonus schemes to promote the right behaviours in their agents. Whether it is making more sales; i..
Read more...
Training Your Staff to Be Effective at Live Chat
Are you using live chat in your business? If you’re not already, you should think about it soon. Live chat is a quick ..
Read more...
Recorded Webinar: Improving Quality in Live Chat and Email
In this webinar we look at how we can improve Quality in Digital Channels. So much of the focus on Quality has been on t..
Read more...
7 Live Chat and Co-Browsing Tips
Colin Hay shares seven tips for blending live chat and co-browsing to improve the customer experience. Live chat has bee..
Read more...
Top Tips for Improving CX With Live Chat
Live chat isn’t just an option for customer service anymore – it’s something your audience expects. More than 30% ..
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?