Home
Webinars
Upcoming Webinars
Recorded Webinars
Events Calendar
Forum
Answers
Industry Insights
Tips
Jonty's Tips
Hints & tips
Life
Humour
Games
Jargon
Strategy
Polls
Management
Life
Tips
Skills
Motivation
Customer Experience
Empathy
Technology
White Papers
Directory
Guides
Definitions
Outbound Dialing
Call Recording
WFM
IVR
Jargon
Erlang Calculator
Tools
Skills
Erlang Calculator
Online Forecasting
Multi-Channel Calculator
Erlang
Online Calculator
Excel Calculator
Erlang Formula
What is an Erlang?
Erlang Calculation
News
Call Centre News
Industry Insights
Events
Jobs
Free Newsletter
White Papers
Events
Event Calendar
Webinars
Recorded Webinars
Conferences
Training
Advertise
Advertise
Media Pack
Directory
About Us
Newsletter
Articles about Average Handling Time (AHT)
Next
10 Things They Won’t Tell You About Live Chat
2,207
Read more...
Customer Psychology: The Key to Better Contact Centre Conversations
2,488
Read more...
How to Ensure That Advisors Don’t Rush Through Calls at the End of Their Shifts
615
Read more...
What Are the Industry Standards for Call Centre Metrics?
6,199
Read more...
Want to Increase Customer Satisfaction? Stop Measuring Average Handling Time!
2,179
Read more...
Contact Centre Metrics: Are You Measuring the Right Things?
1,641
Read more...
How to Measure Average Handling Time AHT
112,181
Read more...
Why Do Different Advisors Have Such a Wide Variance in Average Handling Time?
2,934
Read more...
10 Things You Must Know to Calculate How Many Contact Centre Advisors You Need
2,039
Read more...
Live Chat Probably Costs More than Phone Call
1,713
Read more...
Next
Hot Tools
Online
Erlang Calculator
Download
Erlang C Calculator Excel – Including Shrinkage
Download
Free Call Monitoring and Coaching Form
Download
Monthly Forecasting Excel Spreadsheet Template
Online
Multi-Channel Contact Centre Calculator Tool – Phone Email Chat
Upcoming Webinars
Webinar
Webinar: The Latest Thinking on Contact Centre Metrics
Register Now
Webinar
Webinar: The Right Ways to Motivate Staff to Put in More Effort
Register Now
Latest From the Forum
Forum
Harry Markhorst |
34 minutes ago
ROI Return on Investment for WFM tool
Forum
Chris Lenfesty |
8 hours ago
Agent Staffing Levels without DATA
Forum
Ghanshyam Kumar |
1 day ago
EWFM manual
Forum
Anonymous |
2 days ago
Quality Measurements - Client Outcomes in FCA...
Directory
View our full directory
Popular Pages
Top 25 Positive Words, Phrases and Empathy Statements
The Top 25 Words to Use on Your CV
The Right Words and Phrases to Say to an Angry Customer
Top 50 Customer Service Interview Questions – with Answers
18 Empathy Statements That Help Improve Customer-Agent Rapport
Erlang C Calculator Excel – Including Shrinkage
How to Calculate Contact Centre Shrinkage
The Best Customer Service Greeting Phrases – with Examples
The Top 12 Acknowledgement Statements for Customer Service
Motivational Games for Employees
Dealing with Angry Customers
How to Setup a Call Centre from Scratch – The Checklist
Editors Pick
Customer Psychology: The Key to Better Contact Centre Conversations
The Best Uses for Digital Learning in the Contact Centre
8 Ideas to Help Contact Centre Agents Be Better at Their Jobs
5 Ways to Retain Advisors Using the Same Tools as Customer Retention
Latest Resources
White Paper: How Actionable Insights Help Contact Centres Enhance the Customer Experience
White Paper: Faster Service, Happier Customers – Using Self-Service to Accelerate the Speed of Resolution
Latest Insights
6 Benefits of Contact Centre e-Learning
How do Cloud Solutions Help to Improve Workforce Optimisation?
Upcoming Events
Aug
22
(Measure up!) Benchmarks for Customer Support Organizations – Europe Webinar
Read More
Aug
23
Improve Your Contact Centre Net Promoter Score: Webinar
Read More
Latest News
TechStyle Implement AI Self-Service Solution
Virtual Assistance Solution Gets Enhanced
Latest Resources
White Paper: Gartner’s Customer Engagement Report
White Paper: The CallMiner Index – Consumer switching by sector, the reasons and the impact of call centres
Latest News
Lack of Clarity From Regulators Is Hampering Customer Authentication
ECCCSA 2018 Finalists Announced
Don't do ANYTHING until you have done these 10 things!
Learn Why Customers Contact
Involve Agents in Strategy
Fix 3 Common Process Problems
Make Customer Feedback Visible
Train your Team Leaders Well
Stop the Obsession with Efficiency
Stop Firefighting - Start Planning
Write the Business Case
Give Agents the Right Tools
Create a Positive Culture
Read the
Contact Centre Manifesto
