The
Award Winning
Contact Centre Magazine
Translate
Home
Menu
Articles
Editor's Pick
Life
Customer Experience
Employee Engagement
Metrics
Planning
Quality
Skills
Technology
Tips
Explore
Webinars
Upcoming Webinars
Recorded Webinars
Resources
Reports
Directory
Podcasts
Surveys
Newsletter
Tips
Jonty's Tips
Hints & tips
Tools
Erlang Calculator
Forecasting
Multi-Channel Calculator
Cheat Sheets
QA Template
Jargon Glossary
Erlang
Erlang Calculator
Erlang Calculation
Erlang Formula
Excel Calculator
Online Calculator
What is an Erlang?
Insights
Industry Insights
Latest News
Case Studies
Videos
Events
Forum
Advertise
Advertise
Media Pack
About Us
Articles about Case Studies
Previous
Next
Case Study: Club Med
66
Read more...
Case Study: Mayo County Council Increase Agent Efficiency
151
Read more...
Case Study: Contact Centre Reduces Training Time by 50%
162
Read more...
Case Study: Medavie Blue Cross Decrease Call Escalations by 40%
63
Read more...
Case Study: NB Power Improve and Speed-Up Their Induction Training
Read more...
Case Study: Contact Centre Reduces Average Handle Time by 12%
105
Read more...
Case Study: RFP Reducing Contact Centre Training Time by Over 90%
111
Read more...
Case Study: Comdata Implements a New Virtual Desktop Solution
51
Read more...
Case Study: How Flogas Improved Contact Centre Efficiency
128
Read more...
Case Study: Hillarys Embarks on a Digital Transformation Journey
131
Read more...
Previous
Next
Latest Resources
ebook: Why A Great Customer Experience Begins with Employee Experience
Whitepaper: The Vulnerability Blueprint
Upcoming Webinars
Webinar
Webinar: Changing Channels, Changing Chat
Register Now
Webinar
Webinar: Unlocking Contact Centre Emotional Intelligence
Register Now
Latest From the Forum
Forum
PatrickTot http... |
1 hour ago
Clarification on Email SLA
Forum
Martin Sowers |
3 days ago
Email Delivery and Survey Scores
Forum
Jonty Pearce |
4 days ago
Email Delivery and Survey Scores
Forum
Jonty Pearce |
4 days ago
Avaya CMS - How to Find Min/Max Call Lengths?
Directory
View our full directory
Popular Pages
The Top 25 Words to Describe Yourself on Your CV
Top 25 Positive Words, Phrases and Empathy Statements
The Top 100 Excellent Customer Service Quotes
18 Empathy Statements That Help Improve Customer-Agent Rapport
“Sorry for the Inconvenience” – How to Offer a Genuine Apology
Editors Pick
How to Get Your Advisors to Show Genuine Interest in Customers
28 Brilliant Hacks to Improve Contact Centre Efficiency
10 Experts Share Their Favourite Advice on Employee Engagement
How to Deliver Bad News to a Customer
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
Latest Insights
Key Implementation Considerations for a Speech Solution
What to Include on Your Call Centre Quality Assurance Scorecard
Upcoming Events
Apr
13
Expert Panel: Capitalizing on the State of the Cloud Contact Center in 2021
Apr
20
ICMI Contact Center Expo – Digital Event
Latest News
Vonage Recognized by Amazon for its AI Tools
New Partnership for 8×8