Articles - Downloads

Erlang Calculator v6 Featured Image

607,292

New Excel Based Erlang Calculator – with Maximum Occupancy

126,239

7 Games to Liven Up the Contact Centre

A person looking overwhelmed as a phone is passed to them

521,733

How to Handle an Angry Customer

18,217

Really Understand Why Your Customers Are Contacting You

2,607

Are You Overcomplicating Agent Motivation?

170,929

Monthly Forecasting Excel Spreadsheet Template

18,560

3 Ways to Have Fun in the Contact Centre

hands in

7,844

Training Cheat Sheet – Motivating Teams

start of running race

7,205

Training Cheat Sheet – Managing Performance

8,646

Training Cheat Sheet – Influence

9,239

Top 10 Contact Centre Trophies

7,165

Training Cheat Sheet – Creating Advocates

28,165

Training Cheat Sheet – Coaching

41,293

Training Cheat Sheet – Building great rapport

38,316

Training Cheat Sheet – Handling Customer Objections

25,484

Training Cheat Sheet – Effective Sales Questioning

19,742

Space Race Call Centre Game Template

17,599

Training Cheat Sheet – Closing Techniques

7,231

Call Centre Homeworking Cheat Sheets

23,885

Training Cheat Sheet – Emotional Intelligence

40,475

Training Cheat Sheet – Effective Questioning

79,730

Training Cheat Sheet – Handling Difficult Customers

56,294

Snakes and Ladders Call Centre Game Template

353,912

Free Call Monitoring, Evaluation and Coaching Form