Articles

All the Call Centre Helper Articles under all categories

22,378

7 Ways to Build an Emotional Connection With Callers

40,621

Average Talk Time

Erlang Calculator

572,196

Erlang C Calculator Excel – Including Shrinkage

10 letter

55,736

10 Top Tips to Reduce Call Centre After Call Work (ACW) Time

A photo of female Asian supervisor training work with telemarketing customer service agent team in call centre

18,876

How to Coach Empathy in the Contact Centre – With Three Training Exercises

14,527

120,521

A Guide to Workforce Forecasting in the Contact Centre

A picture of the Erlang A formula

17,082

A Beginner’s Guide to the Erlang A Formula

A panel of people holding up signs with 5 on them

23,555

How to Create a Contact Centre Quality Scorecard – With a Template Example

A photo of hung-up phones representing call abandons

131,978

How to Measure Call Abandon Rate

Girl with abacus on a cyan background

207,640

How to Work Out How Many Staff You Need in a Contact Centre

395,848

How to Setup a Call Centre from Scratch – The Checklist

10,645

Rapport Building With Angry Customers – With Examples

59,869

Positive Language for Customer Service Conversations

8,783

How to Improve Agent Performance in the Call Centre – With a Checklist

Gummy bears lined up and facing the same direction in a group

2,242

7 Drivers of Employee Engagement

Problems Facing Contact Centres Warning Sign

1,463

The Biggest Problems Facing Contact Centres Today

Postive Scripting for Customer Service

128,653

Positive Scripting for Customer Service

A picture of the WFM concept with wooden blocks

145,995

Workforce Management Reference Guide

A picture of reducing average handling time (AHT)

223,147

49 Tips for Reducing Average Handling Time (AHT)

39,430

The Latest Techniques for Call Centre Forecasting

conversation

57,443

What Are the Best Words and Phrases for Building Rapport?

378,007

The Top 12 Acknowledgement Statements for Customer Service

Woman using a calculator, making calculations and checking business statistics

14,434

How to Calculate Utilisation

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