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
How to Measure Call Abandon Rate
We take a look at how to calculate Call Abandon Rate in the contact centre, providing a formula, industry standards and ..
Read more...
SLA and Abandon Formulas In Erlang
SLA and Abandon Formulas In Erlang I have a question regarding SLA and ABN formulas in Erlang. I try to get the expected..
Read more...
How to Predict Call Abandon Rates Based on Service Level
Ric Kosiba introduces a method for predicting call abandon rates and presents the benefits of doing so. Predicting call ..
Read more...
Are Your Team Leaders Too Busy Chasing Metrics?
Garry Gormley, Founder, CEO – FAB Outsourced Solutions, explains how to spot if your team leaders are chasing metrics,..
Read more...
Forecast Intervals and Re-forecast Frequency
Brent Haferkamp at NICE looks at forecast intervals and re-forecast frequency. Executives and workforce managers alike c..
Read more...
Avoid These Planning Mistakes to Stabilise Service Levels at Busy Times
Charles Watson of injixo lays out four mistakes commonly encountered in busy times and how clever planning can help avoi..
Read more...
Recorded Webinar: Being busy – The Modern Excuse for Not Coaching Staff
Coaching staff is essential if you want to improve the customer experience. But all too often Managers and Team Leaders ..
Read more...
Podcast – WFM Tricks That Will Get You Through Busy Periods
The Contact Centre Podcast: Series 3 Episode 2 In this episode, John Casey, a Resource Planning Expert at CCplanning, di..
Read more...
Being Super-Busy: The Modern Excuse for Not Coaching Staff
Here we give advice on how to make more time for coaching in the contact centre and create a culture that will help to d..
Read more...
What Percentage of Callers Abandon in an IVR?
We were asked… “Does anybody know what percentage of callers abandon in an IVR before being connected to th..
Read more...
Case Study: Tata Stays on Track for Abandon Targets
Jamie Stewart, Sytel’s Marketing Manager, interviews Ankush Gangwani, Associate Vice President and GM of Cloud CCAAS a..
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
White Paper: How to Empower Your Agents and Elevate Customer Experience
Guide: Work From Home vs Return To Office
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?