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
Annual Leave and Capacity
We were recently asked: “If annual leave was to be increased by X for everyone, would we still be ok for capacity ..
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...
Make your employee probationary periods truly fruitful: we show you how
Are you looking to make more of those first three months in your staff’s career with you? Well, look no further. G..
Read more...
The Fundamentals of Contact Centre Peak Management
Greg Aiello, an Operations Support Director, introduces us to the challenges of peak management and highlights how best ..
Read more...
Shoppers Expect Improved Customer Service During Promotional Periods
Stephen Ball of Aspect Software discusses the heightened importance of good customer service during these busy times of ..
Read more...
NICE a Leader in Everest Group’s Task Mining Products PEAK Matrix
NICE has announced that NEVA Discover, its process analytics and task mining offering, has been recognized as a ‘Leade..
Read more...
Nine Out of Ten Contact Centre Professionals Set to Leave Jobs
The overwhelming majority (91%) of contact centre professionals polled in a new survey commissioned by Enghouse Interact..
Read more...
So What Does Best Practice Look Like in a Post-Peak-Voice World?
Stuart Dorman of Sabio discusses how best service is being addressed with the rapidly changing methods of communication...
Read more...
White Lies Leave UK Companies in the Dark
How many of us have told a waiter we were happy with an overcooked meal or said our broadband or banking services were f..
Read more...
Case Study: PureGym Solves Peak Demand Challenges
Client: PureGym Project Type: Digital Transformation Product: Genesys Cloud CX “Our contact centre is now 100% dig..
Read more...
NICE Named a Leader in Everest Group’s RPA PEAK Matrix 2022
NICE has announced that NICE RPA (Robotic Process Automation) has been recognised as a ‘Leader’ in Everest Group’s..
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?