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
Business 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
☰
Forum
A selection of questions and answers from the Call Centre Helper and Call Centre Voice communities.
Previous
Next
RECENT
POPULAR
Buzz Session Energizers
Couples In the Same Team
How Long is Dead Air Time?
Bidding for Shifts
4 Hour Service Level
Free Auto Scheduling Tools
Agent Focus Group
Calculating A Monthly Or Weekly FTE Requirement Considering Service Level
Chat Concurrency
How to Calculate Average Call Per Hour Per Agent & Per the Whole Center
Parameters for Calculating Average Speed of Answer
How Calculate Fte Benefits of AHT Reduction
How Do We Deal With Outliers Affecting AHT?
Normalising Calls for Forecasting FTE Requirements
Resource and Planning Analyst Interview
What Do You Call Your “Quality Assurance” Team?
Objectives (OKR) for A Support Manager In A Call Center
FTE and Per Call Billing Calculation
Industry Standard- Infant Attrition Rate and Training Quality
Average Uptime In the Contact Center
Propensity to Call
Call Centre Headcount Ratios
FTE Required Weekly With 90% SLA In 30 Secs and 80% SLA In 20 Sec
Forecasting Call Volumes and AHT
Previous
Next
Contact Centre Reports, Surveys and White Papers
Get the latest exciting call centre reports, specialist whitepapers and interesting case-studies.
Choose the content that you want to receive.
Contact Centre Reports, Surveys and White Papers
Invites to exclusive Webinars & Events
Weekly Newsletter
Editor's Pick
F*** This! How to Make Sure Your Chatbots Don’t Swear at Customers
The Essential Guide to WFM – Key Features to Look For
21 Amazing Habits to Foster in Your Frontline Agents
How to Develop Empathy as a Skill in Your Frontline Teams
Latest Resources
Report: The Inner Circle Guide to Omnichannel Workforce Optimization
eBook: How to Foster Innovation in a Hybrid Contact Centre
Upcoming Events
Unified Communications EXPO Manchester (UCX)
Wed 22 May 2024
How to Remain Compliant Whilst Driving B2C Outbound Sales – Webinar
Thu 23 May 2024
Latest Insights
Enhancing Trust in AI Through Knowledge Management
The Role of AI Science in a World of Democratized AI
Featured Articles
The Key Elements of a CX Lifecycle and Ways to Improve It
21 Ways to Say “I’m Sorry” and Apologize to a Customer for Bad Service
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?