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Expert Insights

Celebrating 100 Years of the Erlang Formula!

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SLA and Abandon Formulas In Erlang

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Adding Shrinkage to Workload FTE

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What is Available Time?

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What Is the ABC Approach?

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What do the the Experts Recommend for Building Agent Confidence?

9 Signs You’ve Been Working in a Call Centre Too Long

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32 Call Centre Memes

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Determining the Right Number of Calls Analysed

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How Do You Choose Which Calls to Score?

What is Average Talk Time?

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Is There A Link Between Average Speed of Answer and Service Level?

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What Is the Right Figure for Contact Centre Occupancy?

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What Is Occupancy?

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How to Calculate FTE Requirements On A Monthly Level

From Insight to Impact: Our Key Takeaways from Zoom CX Summit EMEA 26

From Insight to Impact: Our Key Takeaways From Zoom CX Summit EMEA 26

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Bridging the Gap Between Digital and Telephony

Interview Dos and Don’ts

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Understanding the Use of Emotion and Logic in Sales

The Biggest Cause of Call Centre Shrinkage (And How to Eliminate It)

Acronym FTE or Full Time Equivalent. Text on wooden cubes.

Required FTE Calculation (Non-Voice)

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How Do I Calculate Compliance

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How Calculate Punctuality and Attendance Report

How to Forecast Workload