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...
How to Predict Call Abandon Rates Based on Service Level
Ric Kosiba introduces a method for predicting call abandon rates and presents the benefits of doing so. Predicting call ..
Read more...
Webinar: 5 Clever Ways to Improve Your Service Levels
Click here for this webinar recording. Your Service Levels have the potential to make or break the reputation of your co..
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...
How Do I… Predict My Customers’ Behaviour?
Our expert panel share their advice on how to best predict customer behaviour and use this information to your advantage..
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...
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...
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...
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...
Intradiem Introduces First AI-Powered Solution to Predict Agent Attrition
Intradiem is introducing the first AI-powered technology solution to quantify agent “burnout” and predict the risk o..
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...
How to Use Interaction Analytics to Predict the Future
Frank Sherlock provides three emerging use cases that may help you to convert your contact centre into a predictions ce..
Read more...
Using AI to Predict and Engage When Prospects Are Ready to Buy
Lara Booth of Genesys shares an Artificial Intelligence (AI) strategy that will help your organisation to boost sales th..
Read more...
How to Predict Why Customers Engage
Chris Caile of Nuance discusses how you can predict how customers will choose to engage with your organisation, through ..
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?