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
Installing Excel Add-ins for the Forecasting Template
Add-ins are a feature in Microsoft Excel that provide additional features and commands. This article goes through the ad..
Read more...
Call Centre Forecasting Methods: How to Forecast Workload
Writing for injixo, Charles Watson explains how to forecast workload as he explores call centre forecasting fundamentals..
Read more...
Customer Data Analysis – How to Analyse Data in 7 Steps
We introduce you to data analysis and provide a seven-step guide for how to analyse customer data and meet business obje..
Read more...
Tips, Tools, and Techniques for Contact Centre Forecasting
Our panel of experts share their top tools, tips, and techniques to make contact centre forecasting as accurate and easy..
Read more...
Recorded Webinar: Designing a Better Forecasting Spreadsheet
In this masterclass webinar our panel look at how to design a forecasting spreadsheet. Topics Discussed Latest Forecasti..
Read more...
The Relationship Between Adherence and Forecasting
We discuss the relationship between adherence and forecasting in the contact centre, highlighting why it’s importa..
Read more...
GOATS: A Simple Acronym to Ensure More Accurate Forecasting
Brent Haferkamp at NICE explains the GOATS acronym and how it’s a simple way to ensure more accurate forecasting. ..
Read more...
Forecasting In 15 Minute Intervals
Forecasting We forecast our call volumes in 15 minute intervals. Who’s to say the calls will come in evenly throug..
Read more...
Understanding AI-Driven Forecasting
Can AI really predict the future? You’ve probably heard countless forecasting solutions claiming AI capabilities, ..
Read more...
How AI Can Help You Reduce Forecasting Inaccuracies
Richard Correia of NICE explains how AI can improve your workforce management (WFM) strategy in the contact centre, spec..
Read more...
Forecasting Social Media for Your Contact Centre
Charles Watson shares some key pieces of advice for forecasting contact volumes on the social media channel. Social Medi..
Read more...
How to Master Workforce Forecasting
In his blog “How to Forecast Workload“, Charles Watson of injixo covered the different methods of how to for..
Read more...
Future forecasting models
Future forecasting models Dave Appleby explores the future of Erlang as a method for workforce forecasting. I like to th..
Read more...
Spreadsheets do not Replace WFM for Forecasting
During our webinar “Improving Forecast Accuracy” our audience were asked “What software do you use for forecasting..
Read more...
Genesys Debuts Forecasting and Scheduling Service
Genesys have introduced a forecasting and scheduling service for workforce management (WFM) powered by Artificial Inte..
Read more...
Forecasting and Scheduling Home Based Agents
We take a look at some of the challenges that you may face when managing homeworkers in the contact centre and how you c..
Read more...
Data Convenience vs Data Security
A new study from Genesys has found that the vast majority of UK consumers (92%) say they are concerned about how compani..
Read more...
Recorded Webinar: Forecasting and Scheduling on Digital Channels
More and more contact centres are implementing digital channels such as live chat, messaging apps and new social media n..
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
White Paper: How to Empower Your Agents and Elevate Customer Experience
Guide: Work From Home vs Return To Office
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?