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
Capacity Planning Templates
Capacity Planning Hi, I am looking for details on Capacity Planning templates where I can input forecasted calls, AHT, F..
Read more...
5 Call Centre Customer Satisfaction Survey Templates That Get Results
Chandler Galt of Talkdesk shares five examples of customer satisfaction (CSat) surveys that help to bring the ideas of h..
Read more...
What is a Key Performance Indicator (KPI)?
What is a Key Performance Indicator? Key performance indicators (KPIs) are also referred to as metrics. Key performance ..
Read more...
Customer Service Emails and Letters: How to Review and Improve Your Templates
Liz Doig, founder of Wordtree, shares her advice for improving your customer service emails and letters by reviewing and..
Read more...
Why You Shouldn’t Look For Contact Centre Spreadsheet Templates
Dick Bourke of Scorebuddy discusses the problems of using spreadsheets in the contact centre, especially for quality ass..
Read more...
5 Customer Satisfaction Survey Templates
Taylor Johnson at Talkdesk gives five examples of customer service survey template examples that get results. Understand..
Read more...
The Most Valuable KPI to Improve NPS/CSAT
Olena asked our LinkedIn Community ‘What KPI is the most valuable in improving NPS/CSAT?’ 1,394 industry professiona..
Read more...
PCI DSS-Compliant Card Payment Services Launched for Digital Channels
Syntec has launched CardEasy Digital to provide PCI DSS-compliant card payment services for digital communication channe..
Read more...
Card Security is Dealt with Pause and Resume Call Recordings
From our poll results, you can see that the most popular method to deal with card security in the contact centre is to ..
Read more...
What’s Your Most Important Telephony KPI?
Metrics and KPIs. Simple words that can cause a range of emotions – depending on what is used and how they are man..
Read more...
Quality Scores is the Most Measured Contact Centre KPI
According to our poll, contact centre professionals measure quality scores more frequently than any other KPI. Other KPI..
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?