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
This Shouldn’t Happen to a Customer…
Carolyn Blunt reveals 5 things that companies should never do to their customers. 1. Fail to follow up on call-back requ..
Read more...
Lifting the Sickness Burden: It’s Not Just About Illness
Colin Whelan of Aspect Software discusses how you can lower sickness and other absenteeism concerns in the contact centr..
Read more...
Customer loyalty: ten top tips to make it happen
How do you build a loyal customer base? In these tough economic times, when customer loyalty is hard to win and harder s..
Read more...
3 Things That Should Never Happen in Your Contact Centre
Diabolocom discuss three scenarios that should never occur in the contact centre, taking a close look at advisor tools a..
Read more...
What Will Happen to the Contact Centre in 2016 and Beyond?
Our readers take a look at the changes set to shake up the industry in 2016 and beyond. Leaders will need to adapt to ma..
Read more...
‘Ease of Use’ Has Just Become Easier
NICE has announced the launch of NICE Robotic Process Automation (RPA) version 7.7, extending the capabilities of NEVA (..
Read more...
Corporate Culture Is More Than Just Time Spent At The Water Cooler
It’s now September 2022. This is the month that Apple has decided that staff must be back in the office for at lea..
Read more...
Why Queuing Isn’t Just About the Numbers
Dougie Cameron explains why we get it so wrong when it comes to the customer experience. Numbers. Not just any numbers b..
Read more...
Recorded Webinar: Good Customer Experience Does Not Happen by Accident
Contrary to common practice, Good Customer Experience does not happen by accident. It happens by design. In this webinar..
Read more...
Knowledge Isn’t Just Power, It’s Happiness
Peter Milligan at 8×8 explains that in the contact centre, knowledge isn’t just power, it’s happiness. ..
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?