Search Results for - Erlang

Your Interactions Are Telling You Something. Are You Listening? – Webinar

Date: 13 May 2026 | 12:00pm BST | 1:00pm ET Location: Virtual Register Now Most contact centers are sitting on their most valuable AI asset without realizing it..

How to Prove Voice AI ROI Without Over Promising

Cloudax explores how contact centres are rethinking Voice AI ROI by focusing on hybrid models, realistic outcomes, and the balance between cost, efficiency, and..

8×8 Wins Five Stevie Awards in 2026

8x8 has received five Stevie Awards at the 24th Annual American Business Awards...

Why Scaling Starts With Understanding, Not Efficiency

CallMiner explores why automation efforts often fall short when efficiency is prioritised over understanding customer experience. Somewhere along the line, auto..

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Case Study: 1st Central Drops Planning Time by 95% With Evaluagent

Challenge With millions of customer interactions each year across phone, WhatsApp, social media, and email, 1st Central saw an opportunity to evolve its Quality..

UJET Opens Portugal Office Following $76M Funding

UJET has opened its first office in Portugal, located in Porto, marking an expansion of its European operations and establishing the country as a regional techn..

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Are Your Customers Trying to Escape Your IVR?

Elephants Don’t Forget explores whether IVR systems align with customer preferences and how automation impacts service outcomes and operational efficiency. Pr..

Case Study: Oxfordshire Council Reduced AHT by 9.58 Minutes With Zoom

Challenges For Oxfordshire County Council, the journey began in a state of frustration. The team was tethered to a previous CCaaS and voice supplier that was fa..

5 Features of Effective Self-Service Scheduling

Discover the key features of effective self-service scheduling and how they improve flexibility, compliance, and performance...

Frankie Vu Presents: London Zoom Experience Tour – Live Event

Date: 14 May 2026 | 10:00 AM – 11:45 AM BST Location: Zoom EBC, MidCity Place, 71 High Holborn, London, WC1V 6EA Register Now Connected Teams. Faster Reso..

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 ..

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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 ..

How to Calculate Staffing in a Contact Centre

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

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 ..

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 ..

FTE Calculations for Call Centres

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

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 ..

Top ten questions regarding the free Erlang calculator….

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

Staffing – FTE Required

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

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 ..

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 ..

Forecasting Service Levels In Absence of WFM

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

How to Schedule Agents Across All Contact Centre Channels

Until a few years ago, contact centres were focused on handling inbound telephon ..

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What Is an Erlang Calculator?

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

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