Essential Call Centre Tools - Call Centre Helper

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Essential Call Centre Tools

Free Contact Centre Tools including a selection of forecasting, scheduling workforce planning and quality monitoring tools.

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Excel Based Erlang Calculator for Contact Centres – with Maximum Occupancy

Excel Based Erlang Calculator for Contact Centres – with…

Free Call Monitoring and Evaluation Form – Excel Template

Free Call Monitoring and Evaluation Form – Excel…

Erlang C Formula – Made Simple With an Easy Worked Example

Erlang C Formula – Made Simple With an Easy Worked…

Contact Centre Dashboard Excel Template – FREE Download

Contact Centre Dashboard Excel Template – FREE…

Erlang Calculation – An Introduction

Erlang Calculation – An Introduction

Monthly Forecasting Excel Spreadsheet Template – Free Download

Monthly Forecasting Excel Spreadsheet Template –…

Call Centre Erlang Staffing Calculator – v 5.0 – With Abandons and Day Planner

Call Centre Erlang Staffing Calculator – v 5.0…

What is Erlang and the Erlang Calculator?

What is Erlang and the Erlang Calculator?

A Ready-Made Customer Satisfaction Survey Template

A Ready-Made Customer Satisfaction Survey Template

Training Cheat Sheet – Handling Difficult Customers

Training Cheat Sheet – Handling Difficult Customers

Excel Schedule Adherence Template – Free Download

Excel Schedule Adherence Template – Free Download

Multi-Channel Contact Centre Calculator Tool – Phone Email Chat

Multi-Channel Contact Centre Calculator Tool –…

Training Cheat Sheet – Coaching

Training Cheat Sheet – Coaching

Installing Excel Add-ins for the Forecasting Template

Installing Excel Add-ins for the Forecasting Template

Snakes and Ladders Call Centre Game Template

Snakes and Ladders Call Centre Game Template

A Beginner’s Guide to the Erlang A Formula

A Beginner’s Guide to the Erlang A Formula

Training Cheat Sheet – Handling Customer Objections

Training Cheat Sheet – Handling Customer Objections

Training Cheat Sheet – Effective Questioning

Training Cheat Sheet – Effective Questioning

Training Cheat Sheet – Building Great Rapport

Training Cheat Sheet – Building Great Rapport

Experimental Online Call Centre Forecasting Tool

Experimental Online Call Centre Forecasting Tool

Training Cheat Sheet – Effective Sales Questioning

Training Cheat Sheet – Effective Sales Questioning

Training Cheat Sheet – Emotional Intelligence

Training Cheat Sheet – Emotional Intelligence

New Version of Excel-Based Erlang Calculator for Contact Centres

New Version of Excel-Based Erlang Calculator for Contact…

Training Cheat Sheet – Closing Techniques

Training Cheat Sheet – Closing Techniques

How Can Resource Planners Help Reduce Frontline Stress?

10 Steps to a Better CX Ambassador Programme

What to Do With an Agent Who’s Suddenly Lost Their Confidence

Just 23% Optimise Automation With CX Insights, CallMiner Report Finds

Vonage Named Major Provider in Emerging ICX Category

Report: Frost Radar for EMEA Customer Experience Platforms 2026

The 2026 UK Contact Centre Conduct Risk Report

Upcoming Events

22nd September 2026

Streamlined Processes and Adaptive Workflows for Superior Results – Webinar

24th September 2026

CX Excellence Masterclass: Explore the Link Between QA and CX

Are Contact Centres Creating Their Own Vulnerable Customer Failures?

AI Minutes, Tokens, or Outcomes? Rethink What You’re Actually Paying For

Upcoming Webinars

Webinar: Are You Wasting Your CX Data’s Potential?

Webinar: How to Tackle the Biggest Barriers to Quality Assurance (QA)

Webinar: How to Turn Customer Feedback into Action