Translate
Menu
Home
Articles +
Articles
Hints and Tips
Customer Experience
Service Strategy
Management
Skills
WFM
Quality
Technology +
Technology
Tech
WFM
AI
Analytics
CCaaS
Knowledge Management
Voice of Customer
Webinars +
Webinars
Webinars
Recorded Webinars
Insights +
Insights
Blogs
Latest News
Events
Case Studies
Videos
LinkedIn Community
Resources +
Resources
Reports
Research
Erlang Calculator
Directory
Recorded Webinars
Newsletter
Tools +
Tools
Erlang Calculator
Forecasting
Excel Calculator
Cheat Sheets
Call Monitoring Form
Jargon
Events +
Events
Events
Webinars
Recorded Webinars
Videos
Advertise +
Advertise
Advertise
Media Pack
About Us
Forum
A selection of questions and answers from the Call Centre Helper and Call Centre Voice communities.
Next
RECENT
POPULAR
Free Auto Scheduling Tools
Forecast Average Speed of Answer
Backoffice FTE Calculation
Service Level Predictions
Adding Shrinkage to Workload FTE
Staffing – FTE Required
Forecasting Service Levels In Absence of WFM
Call Centre Reporting Metrics Such As AHT
SLA and Abandon Formulas In Erlang
What is Shift Inflex
Making Notes On Customers Account
Action Plans
Service Level Threshold Calculations
Reverse Erlang
Calculating Required FTE for Email
FTE Required Weekly With 90% SLA In 30 Secs and 80% SLA In 20 Sec
Erlang Formula for Incoming and Outgoing Calls
Calculating A Monthly Or Weekly FTE Requirement Considering Service Level
Call Centre Headset Policies
How to Calculate FTE Requirements On A Monthly Level
Holiday Allowance – How Many Off?
What is A Repeat Call?
Proactive Chat Staffing Calculation
Relationship of Shrinkage and Phone Occupancy
Next
Contact Centre Reports, Surveys and White Papers
Get the latest call centre and BPO reports, specialist whitepapers and interesting case-studies.
Choose the content that you want to receive.
Contact Centre Reports, Surveys and White Papers
Invites to Webinars & Events
Weekly Newsletter
Editor's Pick
Live Chat Quality – 7 Training Exercises to Improve It
18 Bad Habits That Kill CX
The Evolution of the Contact Centre
Get Sickness Under Control – 21 Management Tips
Latest Resources
Webinar Replay: Innovations that Make the Contact Centre Better
White Paper: AI Readiness - Actions for CX Leaders
Upcoming Events
CX 2025: Emerging Trends and Technologies with Frost & Sullivan – Webinar
Expanding Your Sales & Collections Strategy with Omnichannel Communication – Webinar
Latest Blogs
10 Ways to Transform Your Enterprise With Conversation Intelligence
How to Choose a Contact Centre QA Platform
Featured Articles
The Top 10 Acknowledgement Statements for Customer Service
Empathy Statements for Customer Service With Examples
The Top 25 Positive Words and Phrases for Customer Service
The Top 50 Words to Describe Yourself on Your CV in 2024
Popular Pages
The Top 25 Positive Words and Phrases for Customer Service
The Top 50 Words to Describe Yourself on Your CV in 2024
Contact Centre Dashboard Excel Template – FREE Download
The Phonetic Alphabet and How it Improves Customer Service