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
Multi-Channel Contact Centre Calculator Tool – Phone Email Chat
Multi Channel Calculator Tool. Similar to an Erlang Calculator, it simulates calls email and web chat to calculate the n..
Read more...
Experimental Online Call Centre Forecasting Tool
Experimental Call Centre Forecasting Tool This handy online tool enables you to forecast calls and contacts on a daily, ..
Read more...
Workforce Management vs Workforce Optimization – What’s the Difference?
In this article we will define workforce management and workforce optimisation, outline the key differences, and even ta..
Read more...
7 Things to Consider When Buying a Customer Management Tool
If you’ve realised that you need to move away from business phones and invest in contact management software, then the..
Read more...
Best Tool for Knowledge Management
A knowledge management service portal is a vital tool for competitive advantage, providing your organization with the ab..
Read more...
What to look for when buying – a performance management tool
In the latest of our ‘what to look for when buying’ series we look at Performance Management Tools. We h..
Read more...
Call Monitoring – Understanding this Tool in the Call Centre
Dave Salisbury shares his advice for running a great call monitoring programme in the contact centre. What is the worth ..
Read more...
Is It Time to Use a Workforce Management Tool?
Manus Savage of injixo discusses how to convince senior management that it’s time to implement for a workforce managem..
Read more...
Is Your WFM Tool Draining Your Time and Money?
It’s tough to put a precise dollar value on the cost of inefficient workforce management (WFM) software. The probl..
Read more...
Talkdesk Launches New Contact Centre AI Tool
Talkdesk has launched the Talkdesk AI Trainer, a “human-in the-loop” tool for contact centres. While most ar..
Read more...
EvaluAgent’s QA Maturity Tool
Confusion and uncertainty shouldn’t be a rite of passage in the contact centre quality assurance (QA) journey… Tho..
Read more...
9 Questions to Ask Before Implementing a WFM Tool
Ole Klinge of injixo shares nine key questions to consider before installing a workforce management (WFM) tool in your c..
Read more...
Provider Selection: The New Superpower Troubleshooting Tool
Ola Budak at Spearline explains the new provider selection feature of Voice Assure. Having worked as a solution architec..
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
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?