Search Results for - Erlang

Route 101 Modernises Identicare’s Voice Operations

Route 101 has modernised the contact centre operations of Identicare, a UK-based pet microchip database provider, through the deployment of an AI-powered cloud ..

New South Wales Rugby League Adopts AnywhereNow

New South Wales Rugby League (NSWRL) has migrated to AnywhereNow’s Tendfor contact centre solution...

Britain is Running 21st-Century Voice AI Over a 1972 phone line

Cloudax explores why the UK’s PSTN switch-off may not solve underlying voice quality challenges, and what that could mean for the future performance of vo..

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Salesforce Signs $3.6 Billion Agreement to Acquire Fin

Salesforce has signed a definitive agreement to acquire Fin, formerly Intercom, subject to customary purchase price adjustments and regulatory approvals...

How AI Is Transforming Business Process Management

Anna Roebuck at Netcall explores how AI business process management works, the benefits of AI for process improvement and how to choose the best AI tool for pro..

Over 500,000 UK Adults Stammer

ContactBabel is working with STAMMA to benchmark how UK contact centres currently handle customers with a stammer, take part in the survey now...

Are Customers Really Ruder When They Can Hide Behind the Phone?

Explore why customers lose social restraint on the phone, how this impacts agents, and the practical ways contact centres can restore more human conversations...

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What Is a Virtual Agent? How AI Self-Service Replaces Legacy IVR

Matt Clare breaks down exactly what a virtual agent is, how it works, where it outperforms legacy systems, and what real-world results look like when it’s..

New CallMiner Research Highlights AI Governance Gap

New research from CallMiner suggests that while organisations across Europe are increasing their use of AI in CX, many are still developing the governance frame..

Call Centre Employee coming out of a laptop

What Is Visual Engagement and How Can It Boost Customer Satisfaction?

Charles Kergaravat at Apizee explores how visual engagement connects channels, improves resolution, and enhances customer experience through real-time support t..

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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 ..

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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 ..

A Beginner’s Guide to the Erlang A Formula

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

How to Calculate Staffing in a Contact Centre

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

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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 ..

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Erlang C for Chat?

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

FTE Calculations for Call Centres

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

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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 ..

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 ..

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 ..

An arrow moves from left to right, with words for the industry standards such as KPIS, metrics surrounding the arrow

What Are the Industry Standards for Call Centre Metrics?

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

What is Call Centre Shrinkage and How to Calculate It?

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

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 ..

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 ..

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 ..

What Is Workforce Management (WFM) in BPO?

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

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 ..

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 ..

Celebrating 100 Years of the Erlang Formula!

The Erlang C formula is now 100 years old and it is still the basis of many calc ..

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 ..

free download updated erlang c calculator

New Version of Excel-Based Erlang Calculator for Contact Centres

Check out this new version of our popular Call Centre Helper Erlang C Calculator ..

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 ..

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 ..

What’s Really Skewing Your Forecasting

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

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Reverse Erlang

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 ..

Pen and calculator with the words erlang calculator

What Is an Erlang Calculator?

Discover the definition of an Erlang Calculator and learn what it means in a cal ..

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