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
Seat Utilization Ratio
Seat Utilization Ratio Hello, I’am looking for seat utilization ratios for bank call centers.. could you please gi..
Read more...
Quality Assurance Staff to Agent Ratio
Quality Assurance Staff to Agent Ratio I am looking for best practices on determining the amount of QA staff to consider..
Read more...
What’s the Best Team Leader to Agent Ratio in the Contact Centre?
In this article by Megan Jones we explore the best team leader to agent ratio in the contact centre, outlining the pros ..
Read more...
Ratio of Supervisors Or Trainers Per Customer Service Rep.
Ratio of Supervisors Or Trainers Per Customer Service Rep. Need to know how many Supervisors would be required for a 100..
Read more...
Sales Leaders Are Confident About a Permanent Switch to Remote Selling
Sales leaders in the UK are confident that their teams could move to a more permanent remote selling scenario, with near..
Read more...
How to overcome the divide between temporary and permanent staff
It’s frequently the case that there are differences in performance between permanent and temporary staff, but there ma..
Read more...
Working From Home: A Permanent Option for Contact Centres?
Matt Dyer of Sabio argues that, with the right technology and careful planning, working from home creates huge opportuni..
Read more...
The Complete Guide on Call Centre Staffing
Finding the correct number of call centre staff can be complicated. Variables to consider are employees quitting, being ..
Read more...
Tooth to Tail Ratio Calculation
Tooth to Tail Ratio Calculation Is tooth to tail ratio (supervisor & support staff ratio) calculated considering FTE..
Read more...
Temporary vs Permanent Staff – Which is More Productive?
Permanent staff vs Temporary staff. Including meanings, benefits and the advantages and disadvantages of each staffing ..
Read more...
The Average Agent/Team Leader Ratio is less than 10
5% of contact centres have an Agent/ Team Leader ratio higher than 21:1. Poll – “On average, how many agents doe..
Read more...
WFM Analysts to Staff Ratio
WFM Analysts to Staff Ratio I know there isn’t a “one size fits all” answer to this, though I’m ..
Read more...
3 Ways to Prepare Your Contact Centre for Seasonal Staffing
Kat Worman of Calabrio shares her tips for seasonal staffing that may help you to better prepare next time around. If th..
Read more...
10 Creative Scheduling Approaches to Improve Staffing Levels
Brad Cleveland, on behalf of injixo, shares ten great strategies for reducing overstaffing and understaffing in the cont..
Read more...
7 Ways to Manage Contact Centre Agent Staffing Shortages
If you’re a contact centre professional, you’re probably feeling the pain of agent staffing shortages. Due to the pa..
Read more...
How to Support Omnichannel Staffing
Paul Chance at NICE discusses how to staff an omnichannel contact centre. As customer service becomes increasing digital..
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?