The
Award Winning
Contact Centre Magazine
Translate
Home
Articles
Editor's Pick
Life
Customer Experience
Employee Engagement
Metrics
Planning
Quality
Skills
Technology
Tips
Explore
Webinars
Upcoming Webinars
Recorded Webinars
Resources
Reports
Directory
Podcasts
Surveys
Newsletter
Tips
Jonty's Tips
Hints & tips
Tools
Erlang Calculator
Forecasting
Multi-Channel Calculator
Cheat Sheets
QA Template
Jargon Glossary
Erlang
Erlang Calculator
Erlang Calculation
Erlang Formula
Excel Calculator
Online Calculator
What is an Erlang?
Insights
Industry Insights
Latest News
Case Studies
Videos
Events
Forum
Advertise
Advertise
Media Pack
About Us
Industry Insights
Previous
Next
Guest posts from our Industry Experts
Popular
Recent
How to Support Omnichannel Staffing
486
Read more...
3 Ways “Scam Likely” Caller IDs Impact Outbound Calling
452
Read more...
A Guide to Using an eCommerce Chatbot
218
Read more...
What is Customer Feedback Management?
165
Read more...
How Agents Can Improve Customer Experience
182
Read more...
3 Ways to Empower Employees Through the Cloud
222
Read more...
The State of UK Customer Satisfaction in 2021
331
Read more...
What Is Call Recording and Why Is It So Important?
381
Read more...
9 Top Tips for Workforce Planning in Excel
343
Read more...
8 Ways to Improve Knowledge Management
452
Read more...
Previous
Next
Contact Centre Reports, Surveys and White Papers
Get the latest exciting call centre reports, specialist whitepapers, interesting case-studies and industry events straight to your inbox.
Choose the content that you want to receive.
Contact Centre Reports, Surveys and White Papers
Invites to exclusive Webinars & Events
Weekly Newsletter
Latest Resources
Whitepaper: Powering the Contact Center of the Future
Whitepaper: Making Customer Service a More Human Experience
Upcoming Webinars
Webinar
Webinar: The Secrets of WFM
Register Now
Webinar
Webinar: 5 Sure-Fire Quality Monitoring Techniques
Register Now
Latest From the Forum
Forum
Jonty Pearce |
2 hours ago
Call capacity and Answered call ratio computa...
Forum
Jonty Pearce |
2 hours ago
Email Software needed
Forum
Jonty Pearce |
2 hours ago
Number of Agents 0 for incoming volume below 0.6
Forum
François JOUANDET |
1 day ago
Customer feedback process
Directory
View our full directory
Popular Pages
The Top 25 Words to Describe Yourself on Your CV
Top 25 Positive Words, Phrases and Empathy Statements
The Top 100 Excellent Customer Service Quotes
“Sorry for the Inconvenience” – How to Offer a Genuine Apology
18 Empathy Statements That Help Improve Customer-Agent Rapport
Editors Pick
10 Experts Share Their Favourite Advice on Call Centre Metrics
Making Your Customer Service Writing Simple, Friendly and Personal
20 Tried and Tested Tips to Improve First Call Resolution (FCR)
50 Call Centre Best Practices
Hot Tools
Online
Erlang Calculator
Download
Erlang C Calculator Excel Including Shrinkage
Download
Free Call Monitoring and Coaching Form
Download
Monthly Forecasting Excel Spreadsheet Template
Online
Multi-Channel Contact Centre Calculator Tool – Phone Email Chat
Latest Insights
What Is Customer Analytics?
What Is Customer Value?
Upcoming Events
Mar
4
IPI Cloud AI webinar
Mar
9
Building a Cloud-First Approach to the Modern Contact Centre Experience – Webinar
Latest News
Calabrio Charts Record UK Growth
Poly Expand Their Savi 7300 Office Series of Wireless Headsets
Latest Resources
Whitepaper: Powering the Contact Center of the Future
Whitepaper: Making Customer Service a More Human Experience
Latest News
Calabrio Charts Record UK Growth
Poly Expand Their Savi 7300 Office Series of Wireless Headsets