Translate
Home
Articles
Hints and Tips
Customer Experience
Employee Engagement
Service Strategy
Management
Skills
Life
Planning
Quality
Technology
Technology
Insights
AI
Analytics
Contact Centre Software
CCaaS
Headsets
Knowledge Management
WFM
Quality
Voice of Customer
Video
Video
Recorded Webinars
Resources
Resources
Reports
Research
Hints & tips
Directory
Webinars
Recorded Webinars
Definitions
Newsletter
Webinars
Webinars
Recorded Webinars
Events
Tools
Tools
Erlang Calculator
Forecasting
Multi-Channel Calculator
Cheat Sheets
Dashboard Template
Schedule Adherence
Call Monitoring Form
Jargon
Erlang
Erlang Calculator
Erlang Calculation
Erlang Formula
Excel Calculator
Online Calculator
What is an Erlang?
Insights
Business Insights
Industry Insights
Latest News
Events
Case Studies
Videos
Webinars
Forum
LinkedIn Community
WFM
WFM
Planning
Forecasting
Scheduling
IntraDay
Erlang
Directory
News
Events
Events
Webinars
Recorded Webinars
Advertise
Advertise
Media Pack
About Us
☰
Articles - benchmarking
Previous
Next
RECENT
POPULAR
Spreadsheets Still Dominate WFM
There Are Three Clear Knowledge Base Benefits
What Metrics Are Important to Contact Centres?
Knowledge Base Information Is Not as Accurate as It Could Be
Spreadsheets Still Dominate the Quality Process
Contact Centre Metrics: 2020 Survey Results
Many Contact Centres Not Supporting Vulnerable Customers
2020 Survey Report: Is Your Contact Centre Delivering Exceptional Customer Service?
Call Centre Workforce Management: 2020 Survey Results
How to Set Inspirational Contact Centre Benchmarks
Self-Service Most Cost-Effective Way to Improve CX
What Initiatives Are Contact Centres Using?
Contact Centre Headsets: Survey Results
Finding Information Quickly Is the Biggest Challenge
Efficiency Rules the Roost
Contact Centres Struggle With Planning Digital Channels
How Often Do You Ask for a Post-Contact Survey?
AI Is Set to Take Hold of Contact Centres
Only One in Ten Contact Centres Have a Single Knowledge Source
Survey Results: The Most Important Customer Service Skills
One in Every Five Contact Centres Make This Surprising Self-Service Mistake
Bias, Accuracy and Benchmarking for Conversational AI
Video Has a Mainstream Future
Analytics Is Most Promising for Identifying Pain Points and Root Cause
Previous
Next
Editor's Pick
21 Amazing Habits to Foster in Your Frontline Agents
How to Develop Empathy as a Skill in Your Frontline Teams
Tackle the 3 A’s – Absence, Agent Burnout, and Attrition
10 Ways to Be More Customer Centric
Latest Resources
eBook: Maximising WFM Performance
eBook: Empower Your Agents with AI
Upcoming Events
Webinar: What Does an Excellent Customer Service Strategy Look Like?
Thu 02 May 2024
Unleash Gen AI-Powered Growth in Your Contact Center – Webinar
Tue 07 May 2024
Latest Insights
Mastering CLI Compliance: Navigating Ofcom Regulations
Why Employees Suffer From Burnout and What To Do About It
Featured Articles
The Key Elements of a CX Lifecycle and Ways to Improve It
21 Ways to Say “I’m Sorry” and Apologize to a Customer for Bad Service
What is Attrition Rate and How to Calculate It
The Top 10 Call-Closing Statement Examples
Popular Pages
The Ultimate List of Positive Words, Phrases, and Sentences to Brighten Your Customer’s Day
The Top 50 Words to Describe Yourself on Your CV in 2024
Contact Centre Dashboard Excel Template
Alpha, Bravo, Charlie… What is the Phonetic Alphabet and How Does it Improve Call Centre Service?