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All the Call Centre Helper Articles under all categories

7 Ways to Build an Emotional Connection With Callers

21,416

Erlang Calculator

Erlang C Calculator Excel – Including Shrinkage

559,846

Definition: Average Talk Time

39,271

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What to Look for When Buying an ACD System

1,125

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

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

17,694

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

8,111

The Latest Techniques for Call Centre Forecasting

37,467

A picture of the Erlang A formula

A Beginner’s Guide to the Erlang A Formula

15,623

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

22,505

A picture of a calculator with a live chat symbol

How to Forecast and Plan for Live Chat

4,359

A Guide to Workforce Forecasting in the Contact Centre

117,980

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14 Funny Customer Service Stories That Will Make You Chuckle

10,248

Workforce Management Scheduling

41,354

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Positive Scripting for Customer Service

122,535

What Are the Best Words and Phrases for Building Rapport?

56,580

Positive Language for Customer Service Conversations

57,306

21 Top Tips for Reducing Average Handling Time (AHT)

98,406

10 Things You Need When Calculating How Many Contact Centre Advisors You Need

8,567

What Is the Difference Between Occupancy and Utilisation?

52,133

The Best Shift Patterns for the Contact Centre

33,329

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49 Tips for Reducing Average Handling Time (AHT)

218,165

Rapport Building With Angry Customers – With Examples

9,512

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Which KPIs Do I Need for Contact Centre WFM?

7,684

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

54,973

Contact Centre Reports, Surveys and White Papers

Get the latest exciting call centre reports, specialist whitepapers and interesting case-studies.