Search Results for - Erlang

Agentic AI for Contact Centres: Use cases, Benefits, Risks and Implementation

CallMiner covers what agentic AI is, how it works, where it fits in contact center operations, its benefits and risks and how organizations can get ready to ado..

What’s the Next Step in Your AI Journey?

Given the range of AI use cases in the contact centre, choosing those that will provide the most value can be difficult. Some may deliver limited impact or even..

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10 Top Ideas We Heard From Oxfordshire County Council

Uncover practical contact centre lessons we learnt from our site visit to Oxfordshire County Council, covering AI-powered QA, customer sentiment, and more...

How To Manage Your AI Agent Like A Human

What if we gave virtual agents the same trust and context we give our best people? Daniel Gil at Sabio explores how this shift could unlock a new level of custo..

Collage of hands using phone and laptop with stars, thumbs, emojis, and chat bubbles on a blue background, representing online review and customer feedback

Customer Satisfaction Survey Best Practices: A Complete Guide

CallMiner discusses what customer satisfaction surveys are and the metrics that fall under this category, as well as reviewing 12 best practices to help you bui..

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How to Manage Agent Workarounds and Shortcuts

Learn how to strike the right balance when managing agent workarounds by understanding their causes and improving processes, training, and system design...

6 AutoQA Mistakes That Derail Your Program Before It’s Even Started

Most AutoQA programs don’t fail because the technology doesn’t work. They fail because of decisions made in the weeks before anyone touches a single configu..

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Low-Code Use Cases With Real-World Examples

Richard Higginbotham at Netcall explores six practical examples of how organisations can use low-code to solve those challenges. Low-code is often associated wi..

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Have IVRs Had Their Day?

Discover whether IVRs are becoming obsolete or evolving with AI, as experts explore virtual agents, intelligent routing, and the future of contact centre entry...

What Drives Better Customer Service? – Webinar

Date: Tuesday 13th October 2026 | 10am BST Location: Virtual Register Now! Continuing the conversation from National Customer Service Week, Francesca Rea, Vice ..

8x8 Wins Four Stevie Awards for Technology and Service news featured image

8×8 Wins Four Stevie Awards for Technology and Service

8×8 has received four Stevie Awards at the 23rd Annual International Business Awards, including a Gold Stevie for Technology Team of the Year and three Sil..

Content Guru Wins Two Cloud Excellence Awards

Content Guru has been recognized in two categories at the 2026 Cloud Excellence Awards, receiving the awards for Best UK/European Cloud Services Provider and Be..

How to Build an Outcome-Driven QA Scorecard – Webinar

Date: 22 October 2026 | 7:00 AM PT / 10:00 AM ET Location: Virtual Register Now What’s Covered: MiaRec will show how one sales organization rebuilt their ..

How to Build a Knowledge Foundation That Drives AI Resolution – Webinar

Date: 09 October 2026 | 2PM PT | 10 PM BST Location: Virtual Register Now A reliable AI agent starts with reliable knowledge, but getting there takes more than ..

What The New Compliance Rules Mean For Your Contact Centre

MaxContact explores how contact centre compliance is changing, what the latest research reveals, and why sampling may no longer be enough. Compliance used to be..

callminer webinar wasting data potential 24 sept

Webinar: Are You Wasting Your CX Data’s Potential?

Click here for this webinar recording Every contact centre is overflowing with data, yet too many operations fail to fully utilize the insights they have at the..

MiaRec and Alianza Announce New Integration

MiaRec has announced an integration with Alianza. This allows service providers using the Alianza platform to add AI-powered post-call conversation analytics to..

Customers Still Want Email: Why AI Email Triage Beats Channel Deflection

Email’s been declared “dead” more times than anyone can count. Yet for most organisations, it’s still the channel customers, suppliers and partners use ..

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How AI-Driven AHT Spikes Are Changing Workforce Management

Zaineb Ahmed at Peopleware explores how AI and self-service are changing call complexity and what this means for forecasting, occupancy and workforce planning. ..

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Key Questions to Help You Decide What to Automate

Learn the seven key questions contact centre CX leaders should ask before automating, from improving customer journeys to reducing friction and empowering agent..

Zoom Cares Announces $2.75m AI Grant Funding

A year after announcing its $10 million AI for Good commitment, Zoom Cares has shared early results from its first grants and announced a further $2.75 million ..

Evaluagent Earns 44 G2 Badges in Fall 2026 Report

Evaluagent has received 44 badges across Contact Center Quality Assurance, Conversation Intelligence and Speech Analytics in G2’s Fall 2026 report...

CallMiner Named Strong Performer in Forrester Wave

CallMiner has been named a Strong Performer in The Forrester Wave: Customer Feedback Management And Analytics Solutions, Q3 2026...

Are Contact Centres Creating Their Own Vulnerable Customer Failures?

Marianne Withers at Scorebuddy explores how contact centres can unintentionally cause vulnerable customer failures and what may be contributing to them. The Mes..

A black calculator with pen on solid blue background with the erlang c formula

Erlang C Formula – Made Simple With an Easy Worked Example

We’ve simplified the Erlang C Formula into easy steps with a clear, worked exa ..

Excel Based Erlang Calculator for Contact Centres – with Maximum Occupancy

Erlang C Calculator – Free Excel Spreadsheet that calculates the number of sta ..

Erlang Calculation – An Introduction

Find out how to get started with Erlang calculations, from how to use them in th ..

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What is Erlang and the Erlang Calculator?

Learn what Erlang is and how Erlang Calculators work to help call centres accura ..

A Beginner’s Guide to the Erlang A Formula

Learn about the Erlang A formula and how it helps predict call abandons and impr ..

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Call Centre Erlang Staffing Calculator – v 5.0 – With Abandons and Day Planner

Adapted from our Excel Erlang C Calculator, our free Online Call Centre Staffing ..

How to Calculate Staffing in a Contact Centre

Discover how to calculate staffing in a contact centre in an easy to use, nine s ..

Person sat at desk using calculator to work out staff

How to Calculate the Number of Agents Required in a Contact Centre

In this edition of our Q&A series exploring common BPO, call, and contact centre ..

Woman using computer laptop on wood desk

Erlang C for Chat?

In this edition of our Q&A series exploring common BPO, call, and contact centre ..

What is the Minimum Number of Staff Required for a 24/7 Call Centre?

Do you get confused when calculating how many staff you need in a 24 7 call cent ..

FTE Calculations for Call Centres

In this edition of our Q&A series exploring common BPO, call, and contact centre ..

A picture of the WFM concept with wooden blocks

Workforce Management Guide

Explore the ultimate guide to Workforce Management in contact centres – packed ..

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How to Calculate FTE Requirements Based on Volume

In this edition of our Q&A series exploring common BPO, call, and contact centre ..

How is Average Handling Time (AHT) Distributed? It is Not How you Think!

In this article, we look at how average handle times are distributed and detail ..

Call abandon concept with red phones hanging

How to Measure Call Abandon Rate

Find out how to calculate call abandonment rate in your contact centre, with the ..

Contact Centre Jargon and Terminologies

From AHT and BPO to POC and CSAT, our jargon glossary breaks down essential indu ..

A coloured block with word FTE. FTE stands for Full Time Equivalent

How to Calculate Required FTE for Inbound Call Volumes

In this edition of our Q&A series exploring common BPO, call, and contact centre ..

What is Call Centre Shrinkage and How to Calculate It?

We present our definitive method for how to calculate shrinkage, alongside a for ..

What Is Workforce Management (WFM) in BPO?

Discover what Workforce Management (WFM) really means in a contact centre - and ..

Person using a calculator with the words calculate contact centre occupancy

How to Calculate Occupancy in the Contact Centre

Learn how to measure and calculate occupancy in contact centres to optimise staf ..

Backoffice FTE Calculation

In this edition of our Q&A series exploring common BPO, call, and contact centre ..

How to Calculate Average Handling Time (AHT)

Discover how to measure Average Handling Time in contact centres. Learn the form ..

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How to Setup a Call Centre from Scratch – The Checklist

Unsure of how to start a call centre? If so, our checklist will help you to setu ..

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Erlang X – Everything You Ever Wanted to Know

Learn about Erlang X and how it improves contact centre capacity planning, where ..

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What Are the Industry Standards for Call Centre Metrics?

In this article, we break down some of the industry standards for key metrics, w ..

How Can I Schedule Breaks and Lunches In An Excel Report?

In this edition of our Q&A series exploring common BPO, call, and contact centre ..

The Erlang C Formula

Discover what the Erlang C formula is and how it helps contact centres calculate ..

How to Set up a Call Centre

How to set up a call centre Looks at setup requirements, process flow charts, p ..

Top ten questions regarding the free Erlang calculator….

It’s now been a few years since we introduced our free Erlang calculator. Give ..

Celebrating 100 Years of the Erlang Formula!

Learn how the Erlang C formula is used in contact centres to calculate staffing ..

Staffing – FTE Required

In this edition of our Q&A series exploring common BPO, call, and contact centre ..

Erlang C Calculation written on Mathematical Background

What Is the Erlang C Formula?

Discover the definition of Erlang C Formula and learn what it means in a call an ..

Erlang Formula for Incoming and Outgoing Calls

In this edition of our Q&A series exploring common BPO, call, and contact centre ..

What are Erlangs?

Discover what an Erlang is, why it matters in contact centres, and how it’s us ..

How to use Erlang C to Effectively Plan Staffing

Assembled’s Ryan Wang explains how to use Erlang C to effectively plan cal ..

SLA and Abandon Formulas In Erlang

In this edition of our Q&A series exploring common BPO, call, and contact centre ..

FTE Calculation For Monthly Volume

In this edition of our Q&A series exploring common BPO, call, and contact centre ..

Staffing Calculator for Email Queues

In this edition of our Q&A series exploring common BPO, call, and contact centre ..

FAQs – Call Forecasting With Spreadsheets

Our expert panel provide answers to questions about Erlang calculations, abandon ..

Forecast Average Speed of Answer

In this edition of our Q&A series exploring common BPO, call, and contact centre ..

Free Auto Scheduling Tools

In this edition of our Q&A series exploring common BPO, call, and contact centre ..

9 Top Tips for Workforce Planning in Excel

Chris Dealy of injixo shares his favourite advice for workforce planning in Exce ..

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Reporting Period On Erlang C Calculations

In this edition of our Q&A series exploring common BPO, call, and contact centre ..

Forecasting Service Levels In Absence of WFM

In this edition of our Q&A series exploring common BPO, call, and contact centre ..

What’s Really Skewing Your Forecasting

In this edition of our forecasting fundamentals series, explore the impact of AH ..

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