Translate
Home
Menu
Articles
Hints and Tips
Customer Experience
Employee Engagement
Service Strategy
Management
Skills
Life
Planning
Quality
Technology
Tech
Insights
AI
Analytics
Contact Centre Software
CCaaS
Headsets
Knowledge Management
WFM
Quality
Voice of Customer
Video
Video
Recorded Webinars
Resources
Reports
Research
Hints & tips
Directory
Webinars
Recorded Webinars
Definitions
Newsletter
Webinars
Webinars
Recorded Webinars
Events
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
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
Actual Required FTE Calculation
Required FTE for Inbound Call Volumes I wanted to get feedback on how actual req..
.. Read more...
FTE Calculation for Chat
FTE Calculation for Chat I have 777 forecasted chats in a day with AHT of 312 se..
.. Read more...
Backoffice FTE Calculation
Backoffice FTE Calculation Can someone help me to calculate FTE for a Backoffice..
.. Read more...
Required FTE Calculation (Non-Voice)
Required FTE Calculation (Non-Voice) Hi, Can someone help me please. I’m t..
.. Read more...
Call Calibration Calculation
Call Calibration Calculation Hey Team , Can someone help me as how we can calcul..
.. Read more...
AHT Glide Path (Learning Curve) Calculation
AHT Glide Path (Learning Curve) Calculation What would be the the best way to ca..
.. Read more...
COPC Attrition Calculation
COPC Attrition Calculation Hi. Can anyone share with me the COPC calculation for..
.. Read more...
Couples In the Same Team
Hi Would like to know if its ok to have couples in the same team. 1. Couples are..
.. Read more...
Want to Speak in the Same Language as the Customer? Use Filtering!
Contact centre advisors are often in situations where they just don’t feel tha..
.. Read more...
An Agent Can Handle No More Than 3 Webchats at the Same Time
In most Contact Centres an agent or advisor handles a maximum of three webchats..
.. Read more...
FTE Calculation For Monthly Volume
FTE Calculation At A Monthly How can I use Erlang to find the right number of FT..
.. Read more...
5 Ways to Retain Advisors Using the Same Tools as Customer Retention
There are many similarities between retaining advisors and keeping customers, me..
.. Read more...
Required Monthly Head Count Calculation
Required Head Count Calculation I have Historical Data show only the Offered cal..
.. Read more...
Non Critical Error Calculation
Non Critical Error Calculation COPC formula for non critical scoring is : 1-sum ..
.. Read more...
Editor's Pick
How to Improve Forecast Accuracy
5 Things Creative Leaders Do Differently
16 Ways to Reduce AHT – Without Damaging the Customer Experience
Call Volumes Up? Here’s What You Can Do About It
Latest Resources
Report: The Top 5 Metrics Shaping Bank and Credit Union Performance
eBook: Five Trendsetters in CX Innovation
Upcoming Events
Chatbot Summit Berlin
Tue 19 Mar 2024
European Contact Centre and Customer Service Exchange 2024
Tue 19 Mar 2024
Latest Insights
5 Ways to Use Data to Improve Your CX
AI in WFM: Separating Fact From Fiction
Featured Articles
The Key Elements of a CX Lifecycle and Ways to Improve It
21 Ways to Say “I’m Sorry” and Apologize to a Customer for Bad Service
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?