Search Results for - Erlang

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3 Expert Strategies to Engage Employees in Contact Centres

Zaineb Ahmed at Peopleware explores the impact of employee engagement on customer satisfaction, common pitfalls to avoid when trying to engage employees and suc..

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5 CX Shifts Happening Faster Than You Think

Celia Cerdeira at Talkdesk explores five shifts every CX leader must stay ahead of if they want to thrive in the customer experience transformation already happ..

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Case Study: The Straumann Group Decreases Their AHT With Upland Software

Challenge As a leader in oral health innovation, the Straumann Group serves both practitioners and patients through an expansive catalogue of hundreds of produc..

From Guesswork to Data-Driven QA

Uncover how advanced QA boosts contact centre agent performance by analysing behaviour, spotting patterns, and ensuring high-quality customer experiences...

Are You Doing Enough to Future-Proof Your Agents?

Discover how AI is redefining the role of contact centre agents, and the skills, mindset, and empowerment they’ll need to thrive in the future of work...

Driving Impact with Customer Experience Automation – Webinar

Date: 10 December 2025, 9:00 a.m. PT | 12:00 p.m. ET Location: Virtual Register Now The future of CX is being built today – by the innovators who are rede..

NiCE Announces an Expanded Partnership With IGT Solutions

NiCE has announced an expanded strategic partnership with IGT Solutions aimed at supporting AI-focused customer experience initiatives for global enterprises. ..

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The Challenges and Opportunities CIOs Face Today

Jon Burghart at AnywhereNow explores how AI is driving a human-centred revolution in customer experience CRO’s are constantly evaluating how emerging tech..

Aspect and Cresta Partner to Enhance Contact Centre Performance

Aspect has announced a partnership with Cresta to integrate workforce engagement management with AI-driven performance insights. ..

Case Study: Automotive DMS Company Saved $23,000 With Creovai

The Challenges Initially, this customer came to Creovai with the goal of automating their existing quality assurance (QA) processes. When they put their call da..

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 ..

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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 ..

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 ..

FTE Calculations for Call Centres

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

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What Are the Industry Standards for Call Centre Metrics?

Call centres rely on key metrics to track performance, efficiency, and customer ..

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 ..

What is Call Centre Shrinkage and How to Calculate It?

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

Multi channel call centre calculator showing email calls and web chat

Multi-Channel Contact Centre Calculator Tool – Phone Email Chat

Simulate calls, emails, and webchats to forecast staffing needs with our free Mu ..

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 ..

What are Erlangs?

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

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 ..

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 ..

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Reverse Erlang

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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