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
How to Handle Multiple Chat Conversations Effectively
This question got us thinking: Does anyone have any tips for agents to handle multiple chat conversations effectively, b..
Read more...
Recorded Webinar: The Best Ways to Handle Web Chat in your Contact Centre
Web chat is exploding in the contact centre. It is the fastest growing channel, out stripping social media by quite a ma..
Read more...
Recorded Webinar: Best Practices for Using Web Chat
As digital adoption rates for online and mobile applications increase, so the use of Web Chat is rapidly growing and is ..
Read more...
Is a web chat cheaper than a voice call?
Web chat is an increasingly popular option. But how does it compare with telephone calls in terms of cost? Not much ha..
Read more...
Ten Top Tips for Improving Your Web Chat Service
Web chat is now a common offering in the customer service tool kit. But not all are managed well. Here are ten tips to i..
Read more...
Ways to Reduce Average Handle Time in a Contact Centre
KMS Lighthouse discuss how to lower Average Handle Time (AHT) while safeguarding customer experience. What Is Average Ha..
Read more...
The Best Ways to Handle Customer Feedback
Our expert panel reveals what you should be doing with your captured data to create the best possible customer experienc..
Read more...
Recorded Webinar: The Best Ways to Handle Webchat
Web chat has taken off as the channel of choice for many contact centres. But it requires a different skill set and diff..
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?