Search Results for - Erlang

The Customer Feedback Gaps Regulated Organisations Need to Close Before 2027 – Webinar

Date: 26th August 2026 | 2pm BST Location: Virtual Register Now! The latest UK Customer Satisfaction Index reveals a disconnect between what customers value and..

8×8 Expands AI Capabilities Across CX Platform

8x8 has announced a series of updates to its customer experience platform, extending AI-powered intelligence, routing, automation and workforce management capab..

How to Improve Quality Assurance in a Call Centre

MaxContact covers how to make the shift from using QA as a monitoring exercise to using it as a driver of performance with AI-powered QA software. Quality assur..

2 phones with 2 people on either end one sad and one helping out

Rethinking Vulnerability in the Contact Centre

This blog summarises the key points from a recent article by Marianne Withers at ScorebuddyCX exploring how contact centres can better understand vulnerability,..

Understanding the Virtual Agent Escalation Pyramid

Learn how continuous improvement helps virtual agents resolve more enquiries and deliver smoother hand-offs to human advisors when needed...

From AI Renaissance to Industrial Revolution: The Next Great Leap

Bruce McMahon at CallMiner explores why the next phase of AI is less about experimentation and more about building reliable, scalable systems for enterprise use..

14 Contact Centre KPIs to Track

Eglė Račkauskaitė at Capacity explores the 14 most crucial contact centre KPIs to help you monitor performance and achieve your business objectives. You’ll..

Case Study: Cable Shopping Network Gained 33% Faster Onboarding With MiaRec

Cable Shopping Network (CSN) operates a high-volume sales environment where agents sell rare and hard-to-find collectible coins, paper money, foreign coins, an..

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Do You Know the Hidden Cost of AHT?

Find out the hidden cost of AHT and why reducing contact centre handling times can sometimes undermine customer experience, trust, and first-contact resolution...

Streamlined Processes and Adaptive Workflows for Superior Results – Webinar

Date: 22 September 2026 Location: Virtual Register Now Business process management (BPM) is a discipline that helps organizations improve their efficiency and e..

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 ..

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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 ..

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 ..

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 ..

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 ..

How to set up a call centre from scratch featured image

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 ..

What Is Workforce Management (WFM) in BPO?

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

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!

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 ..

Erlang Formula for Incoming and Outgoing Calls

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

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 ..

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 ..

An illlustrastion of business graphs and reporting

Reporting Period On Erlang C Calculations

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

Orange calculator on a bright blue paper background.

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 ..

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