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
DPA – When Does It Apply?
DPA – When Does It Apply? Hello! I have been doing alot of research on this topic and I’m looking to get a bit o..
Read more...
How do I apply for a promotion?
If you’re looking to improve your chances when applying for a promotion in the call centre, Steve Girdler’s advice c..
Read more...
What Is WFM (and How Does It Apply to Our Daily Lives)?
Playvox’s Donna Lightfoot explains how there are so many articles that ask and address “What is WFM?” Many pe..
Read more...
How to Apply Quality Monitoring to Webchat
Simon Thatcher explains how to apply a Quality Monitoring-led approach to create great webchat experiences. Webchat is c..
Read more...
How to Begin Your Self-Development Journey in 3 Steps
Patrick Steed of Inspire Me shares three steps for beginning your self-development journey, which can be great for peop..
Read more...
Is It Time You Introduced a Self-Development Programme?
Want to help your teams develop more than just their call-handling skills? Introducing a self-development programme coul..
Read more...
NICE inContact Helps Companies Apply Smarter AI
NICE inContact has announced a new education series and resources to help companies apply self-service best practices. T..
Read more...
Will AI Take Away Jobs? Let’s Hope So
The demographic shift towards an older global population will make it harder each year to secure staff. Without AI and a..
Read more...
How to Augment Contact Centre RPA Without Threatening Jobs
Noble Systems share some best practices for implementing robotic process automation (RPA) to better support contact cent..
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
QA Dashboards & Analytics: Insights & Trend Analysis
Understanding AI-Driven Forecasting
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?