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 do I Calculate… Schedule Adherence?
In this article we are going to look at the importance of schedule adherence in the contact centre, and how to create a ..
Read more...
How to Calculate the Number of Agents Required in a Contact Centre
One of our readers recently asked “What is a good method of calculating the number of agents required to handle ca..
Read more...
How to Calculate Occupancy in the Contact Centre
In this article we look at how to measure and calculate occupancy in the contact centre. We give you the occupancy formu..
Read more...
What is Attrition Rate and How to Calculate It
We look at how to measure and calculate attrition rates in the contact centre. Attrition Rate Meaning What is an Attriti..
Read more...
How Do I Calculate… Cost per Call?
In this article we’re going to look at how to measure the cost of receiving calls as well as the appropriate conte..
Read more...
How Do I Calculate Compliance
How Do I Calculate Compliance We currently use an adherence based measure, this is causing some conflict within the oper..
Read more...
How Do You Calculate Chat Occupancy?
Chat Occupancy Hi guys, I was wondering, How do you calculate the occupancy for a chat project? Question asked by David ..
Read more...
How to Calculate Schedule Inefficiency
In this article Charlie Mitchell explains how to measure and calculate schedule inefficiency in the contact centre. What..
Read more...
How to Calculate AHT Manually
How to Calculate AHT Manually Hello Team, Could someone please explain how to calculate AHT manually. Question asked by ..
Read more...
Calculate FTE Needed Per Hour and Create Shifts
Calculate FTE Needed Per Hour and Create Shifts Hi everyone, is there any software capable to tell me how many FTEs i ne..
Read more...
What is CSAT Score and How to Calculate it?
A little happiness goes a long way. According to studies, a 10 percent rise in a company’s CSAT score results in a..
Read more...
How to Calculate Customer Churn Rate – the Formula
In this article we look at how to measure and calculate customer churn rates in the contact centre. What Is Customer Chu..
Read more...
How to Calculate ‘Not Ready’ Rate
Steve Rongevær-Boother at Calabrio, explains how contact centres can calculate not ready rate and the formula required...
Read more...
When Overstaffing is Ok and How to Calculate It?
When Overstaffing is Ok and How to Calculate It? The company where I work wants to be able to answer every single call a..
Read more...
How Calculate Punctuality and Attendance Report
How Calculate Punctuality and Attendance Report I want to know how do l calculate attendance and punctuality for my call..
Read more...
How to Calculate the Financial Cost of Contact Centre Downtime
Justin Robbins of Talkdesk takes us through his preferred method of calculating the costs associated with contact centre..
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?