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
What is the Minimum Number of Staff Required for a 24/7 Call Centre?
Do you get confused when calculating how many staff you need in a 24 7 call centre? Below, we present advice on how to s..
Read more...
How to Calculate Average Call Per Hour Per Agent & Per the Whole Center
How to Calculate Average Call Per Hour Per Agent & Per the Whole Center Needing a good formula for calculating avera..
Read more...
Call Center FTE Based On Calls Per Month
Call Center FTE Based On Calls Per Month I am using the calculator to figure out how many FTE is needed to handle 5000 c..
Read more...
Most Contact Centres Monitor Less Than Six Calls Per Agent Every Month
According to the results of our poll, over two thirds of contact centres only measure 0-6 calls every month for each age..
Read more...
Case Study: Seasalt Achieves a 100% Rise in Evaluations
INDUSTRY: Apparel NUMBER OF AGENTS: 40 RESULT: 100% increase in monthly evaluations RESULT: Attrition fell from 100% to ..
Read more...
Storytelling: The Modern Way to Increase Staff Motivation
Sean Spurgin of Blue Sky introduces us to storytelling and how it can be used to increase staff motivation in the contac..
Read more...
Should You DIY Your Number Reputation Management?
Five9’s Angela Williams looks at whether you should DIY your number reputation management. Are you struggling to k..
Read more...
What Should We Call Our Front Line Call Centre Staff?
What Should We Call Our Front Line Staff I was at a great seminar yesterday run by Martin Hill-Wilson. He made an intere..
Read more...
How Should we Complain? And, How Should Companies Respond?
This week it was announced that BT will be fined £42m by Ofcom for breaching contracts with telecoms providers. The reg..
Read more...
The One Question That You Should Ask Your Customers (and Staff!)
For many years, I’ve shared the concept I call the One Thing Question. The idea is to ask a customer: “What’s ..
Read more...
7 Simple Strategies to Increase Staff Motivation In the Contact Centre
We present practical methods for motivating your employees, which will also improve advisor retention, morale and perfor..
Read more...
Should We Teach Contact Centre Staff to Touch Type?
Touch typing can be a great way to increase the speed and accuracy of a key office skill – but is it worthwhile in the..
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
Guide: Work From Home vs Return To Office
White Paper: How to Operationalise AI Workflows in the Contact Centre
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?