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
Free Newsletter
White Papers
Events
Event Calendar
Webinars
Recorded Webinars
Conferences
Training
Jobs
Advertise
Advertise
Media Pack
Directory
About Us
Newsletter
Articles about Key Performance Indicators (KPIs)
Next
White Paper: Customer Service KPIs – 18 Things to Consider
246
Read more...
Want to Increase Customer Satisfaction? Stop Measuring Average Handling Time!
1,905
Read more...
Contact Centre Metrics: Are You Measuring the Right Things?
1,591
Read more...
The Best KPIs to Use in Your Call Centre
196,308
Read more...
Recorded Webinar : The Best KPIs to Use in Your Contact Centre
1,082
Read more...
What Information Should You Be Displaying on Your Contact Centre Wallboards?
2,348
Read more...
Recorded Webinar : Performance Management Tools
675
Read more...
Customer Service at the Expense of Customer Loyalty: A Leadership Primer
420
Read more...
9 Mistakes to Avoid… Contact Centre Reporting
2,303
Read more...
Key Performance Indicator (KPI)
871
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
Jonty Pearce |
2 hours ago
Downloading excel calculator
Forum
Felix Mendez |
2 hours ago
BCM 450 and a Call Center
Forum
Chas Vance |
7 hours ago
Forecast Calls Offered
Forum
Kaleem Mahmood |
8 hours ago
Smartsync Help on IEX WFM
Forum
Cliff Gibson |
15 hours ago
Downloading excel calculator
Forum
Anonymous |
18 hours ago
Avaya CMS Supervisor - Next call for agent
Directory
View our full directory
Popular Pages
Top 25 Positive Words, Phrases and Empathy Statements
The Top 25 Words to Use on Your CV
Top 50 Customer Service Interview Questions – with Answers
The Right Words and Phrases to Say to an Angry Customer
18 Empathy Statements That Help Improve Customer-Agent Rapport
Erlang C Calculator Excel – Including Shrinkage
The Best Customer Service Greeting Phrases – with Examples
The Top 12 Acknowledgement Statements for Customer Service
Motivational Games for Employees
3 World Cup games for your contact centre
Dealing with Angry Customers
How to Calculate Contact Centre Shrinkage
Editors Pick
The New Rules of Customer Service
How to Calculate Productivity in the Contact Centre
The Wrong Words and Phrases to Use on a Sales Call
How to Inspire Contact Centre Agents to Improve Their Performance
Latest Resources
White Paper: 10 Reasons to Consider Hosted Workforce Management
White Paper: Voice Biometrics – A Guide to Building the Business Case and Implementing a Successful Solution
Latest Insights
3 Tips for Integrating Chatbots Into the Customer Journey
Developing Soft Skills in Call Centre Agents
Upcoming Events
Jul
26
How Mid-Size Contact Centers Are Adopting Cloud for CX Transformation – Webinar
Read More
Jul
26
Salesforce Down Under Dreaming, Sydney
Read More
Latest News
8×8 Announces General Availability of X Series
Case Study: Which? Exceeds Monthly Net Promoter Score Targets
Latest Resources
White Paper: How to Implement a Successful Omni-Channel Strategy and Solution
White Paper: A Retailer’s Guide to Getting Omnichannel Customer Service Right
Latest News
The Zendesk Suite – What You Need to Know
Business Systems Awarded on to the G-Cloud 10 Framework
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
