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
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
☰
Try one of these Pages
Something has gone wrong and the page you're looking for may have moved.
Try searching the database
Related articles
Business Leaders Say Investments in AI for CX Have Paid Off
Hervé Leroux at Odigo outlines how 2022 research commissioned by Odigo sees overwhelming support for the claim that AI ..
Read more...
91% of Contact Centre IT Staff Consider Compliance Investments a Priority
NICE have announced the results of a new research study which found that 91% of respondents believe increasing contact c..
Read more...
Understand the Shifting Trends in BPO
Belinda Haden at NICE explains how to stay ahead of the game by understanding the shifting trends in Business Process Ou..
Read more...
16 Learnings for Navigating the Technology Landscape
Navigating the contact centre technology landscape is a critical component of a contact centre leader’s role. This is ..
Read more...
Study Reveals Shifting Consumer Attitudes to Banking
The results of an extensive study into customer interactions with banks have just been revealed by Clarabridge. Amongst ..
Read more...
CallMiner Releases Annual CX Landscape Report
Vast Majority of Organizations Intend to Invest In AI, but 44% Unsure Which Technology Will Best Meet Business Needs For..
Read more...
Put Your Customers First in an Evolving Business Landscape
Maddy Hubbard of Aspect Software shares two of her favourite examples of businesses that have successfully evolved their..
Read more...
Combating Unemployment Fraud Post COVID-19
Across Europe and the UK, fraudsters have leveraged the chaos of COVID-19 to intercept billions in relief and stimulus f..
Read more...
Today’s Customer Experience Outsourcing Landscape
Outsourcing is a $260 billion marketplace that is expected to reach $500 billion by 2030. Having the ability to adapt in..
Read more...
IVRs: How They’ve Changed the Landscape of Customer Support
Chris Perez of Lifesize introduces us to the basics of interactive voice response systems (IVRs) and the benefits they c..
Read more...
Teleworking Is Happening and It’s Changing the Employment Landscape
Telecommuting is identified generally as a win–win for employers and employees. Businesses gain access to a broader ta..
Read more...
Retain the Human Touch Amid a Transforming Customer Landscape
Choon Khee Koh at 8×8 explores how to retain the human touch amid a transforming customer landscape. Which business..
Read more...
3 Trends That Are Changing the Contact Centre Landscape
Richard Kenny of Poly introduces us to three growing trends from within the contact centre industry. The contact centre ..
Read more...
The Contact Centre Landscape: Data Driven Insights from the Inside
In August 2023, MaxContact conducted some in-depth research into the current state of the contact centre industry. We qu..
Read more...
How the Contact Centre, AI & Automation and CRM Landscape is Converging
Tim Pickard at Sabio explains how the contact centre, AI & automation and CRM landscape is changing. The pandemic tr..
Read more...
Editor's Pick
21 Tips to Make Your Customers Feel Truly Valued
Top 10 Use Cases for Speech Analytics
How to Improve Forecast Accuracy
5 Things Creative Leaders Do Differently
Latest Resources
Guide: Work From Home vs Return To Office
White Paper: How to Operationalise AI Workflows in the Contact Centre
Upcoming Events
Advancing CX With GenAI-Powered Innovation – Webinar
Tue 02 Apr 2024
Introducing EnghouseAI – Practical AI for Smarter CX – Webinar
Thu 04 Apr 2024
Latest Insights
How Did Remote Work Revitalize Collaborative CX?
5 Signs You Need a VoiceBot
Featured Articles
21 Ways to Say “I’m Sorry” and Apologize to a Customer for Bad Service
The Key Elements of a CX Lifecycle and Ways to Improve It
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?