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
Monthly Forecasting Excel Spreadsheet Template
Now free to download is our new Excel forecasting template, which will assist your call centre’s capacity planning, de..
Read more...
Make Every Interaction Count With 100% Analytics
What if you realized your contact centre only analyzed 2% of customer interactions? You’d be rightly alarmed at the sc..
Read more...
Required Monthly Head Count Calculation
Required Head Count Calculation I have Historical Data show only the Offered calls per month 79291 Call and i have also ..
Read more...
Calculating A Monthly Or Weekly FTE Requirement Considering Service Level
Calculating A Monthly Or Weekly FTE Requirement Considering Service Level Hi guys, I am wanting to calculate FTE require..
Read more...
FTE Calculation For Monthly Volume
FTE Calculation At A Monthly How can I use Erlang to find the right number of FTE for a monthly volume? How can consider..
Read more...
How to Calculate FTE Requirements On A Monthly Level
Calculate FTE Requirements Could someone please help me with the best practice approaches for forecasting FTE requiremen..
Read more...
What Is the Best Model for Contact Centre Culture?
Here we examine the three major types of contact centre culture and ask: which works best in today’s modern world? Wit..
Read more...
Only 8% of Contact Centres Survey Their Employees Monthly
It is as little as 8% of contact centres that survey their advisors monthly, with annually or even less often the most s..
Read more...
First Impressions Count – Especially When It Comes to IVR
Matt Dyer discusses how to get the most from your IVR, believing it to be an opportunity for Customer Experience (CX) in..
Read more...
20% of Contact Centres Update Their Customer Journey Maps Monthly
According to our poll, one in five contact centres update their customer journey maps every month, with customer feedbac..
Read more...
Debate Rages On About Whether Voicemails Count as Abandoned Calls
We asked the LinkedIn professionals who follow our company page ‘Should a customer leaving a voicemail message count a..
Read more...
6 Steps to Make Your Customer Touchpoints Count
Brad Morrison at Nuance discusses how to make your customer touchpoints count, in order to achieve customer success. In ..
Read more...
When Building Your Workforce Planning Model, Don’t Do It Alone
Workforce planning has come a long way from the days when employees were recruited based on gaps in the company organiza..
Read more...
How to Adapt to a Blended Work Model
By now, it’s no secret that a blended work model isn’t going anywhere anytime soon. While the push of the pandemic m..
Read more...
A New Model for Customer Service
Martin Hill-Wilson of Brainfood Consulting shares his view on the future of customer service. The Story So Far COVID-19 ..
Read more...
Should You Build a Hybrid Working Model in 2022?
It would be fair to say that business leaders have faced more questions than they had answers for over the past 18 month..
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?