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
Expert 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
Call Centre Questions
Previous
Next
RECENT
POPULAR
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
How Can I Calculate Agent Availability %?
What is the Meaning of Shift Inflex?
Non Critical Error Calculation
Back Office Service Level
FTE Calculation for Chat
Hourly Capacity for Email Process
How to Calculate Log In Time
Previous
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
How to Make the Best Use of Coaching Time
What’s the Best Way to Reward Customers for Their Feedback?
How to Define Career Paths in Your Contact Centre
Erlang X – Everything You Ever Wanted to Know
Latest Resources
Report: Preparing for the 2030 Contact Center
Guide: Getting Started With Bots
Upcoming Events
AI vs Automation: How Contact Centres Can Get It Right – Webinar
Webinar: Strategies to Maximize Contact Centre Performance
Latest Blogs
Using CX Marketing to Build Brand Loyalty
How Agentic AI Is Redefining Voice Conversations
Featured Articles
15 Examples of Probing Questions for Customer Service
How to Calculate the Number of Agents Required in a Contact Centre
How to Calculate Contact Centre Service Level
20 Sneaky Tricks That Call Centre Agents Use to Avoid Calls
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