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 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...
Call Control Techniques: How to Present Options to Customers
There are two basic things that advisors need to think about when presenting options to customers: How much information ..
Read more...
Super-Agents: The Top Ten Qualities of Great Contact Centre Agents
Our panel of experts discuss the top ten qualities that make up a contact centre “super-agent” and how to tr..
Read more...
What Does No Call No Show Mean?
What Is No Call No Show (NCNS)? No call no show (NCNS) is a common phrase for when someone misses work and doesn’t cal..
Read more...
How to Handle No Call No Show at Work in Contact Centres
Absenteeism costs the US industry approximately $225.8 billion annually in lost productivity. Planned time off is the pr..
Read more...
“Ask me no questions, I’ll tell you no lies!”
Paul Cooper looks at the way that we survey our customers, and draws some alarming conclusions. Last month, I had two li..
Read more...
No Train, No Gain
Stuart Pearce of Talent Development discusses the benefits of training your contact centre team and the downside of not ..
Read more...
eGain to Present at Mobile World Congress 2022
eGain has announced it will present at MWC (Mobile World Congress) Barcelona, being held from February 28 to March 3. Cu..
Read more...
Make Every Day “Game Day” in Your Contact Centre
Kat Worman of Calabrio shares best practices from a number of contact centres, highlighting how they have made gamificat..
Read more...
5 Simple Ways to Improve Your Agents’ Day
Want to motivate your staff, but don’t have the time or resources for team outings, group activities etc.? Here are fi..
Read more...
6 Ways to Plan Exercise into Your Agents’ Day
Here are some simple ideas for adding more exercise into your agents’ day and promoting a happier, healthier contact c..
Read more...
Why Call Center Consumer Affairs Complaints Present an Opportunity
In the age of social media, customers have a platform to vent their frustrations 24 hours a day, seven days a week. Cust..
Read more...
How to Effectively Deal With No Call No Show Instances
Employee absenteeism can significantly disrupt workflow in your call centre, leading to reduced productivity, weakened m..
Read more...
AI in Customer Service: The Past, Present, and Future
Nuno Brito at Talkdesk shares insights on AI in customer service, looking at how it’s been used in the past and pr..
Read more...
Vonage to Present at Enterprise Connect 2021
Vonage will be sharing its perspective on the future of communications technology and ongoing innovations driving the c..
Read more...
Vonage to Present at Enterprise Connect 2022
Vonage will be sharing its perspective on how innovations in the cloud communications space enable businesses to capture..
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?