The
Award Winning
Contact Centre Magazine
Translate
Home
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
Our Next Webinar
Webinar: The Secrets of WFM
03
hours
25
mins
19
secs
Register Now
Articles about Key Performance Indicators (KPIs)
Next
What Is Net Promoter Score (NPS)?
740
Read more...
32 Contact Centre KPIs That You Need to Track (And Why!)
5,517
Read more...
A Quick Guide to Call Centre Reporting – With the Top Seven Reports, Examples and Tips
6,559
Read more...
What Is CSAT? – With a Meaning, Calculations and Great Tips
2,934
Read more...
What Is First Contact Resolution? – With a Definition, Formula and Expert Best Practices
6,677
Read more...
10 Metrics to Help You Measure the Customer Experience
3,822
Read more...
Which KPIs Do I Need for Contact Centre WFM?
5,663
Read more...
What Are the Contact Centre Service Level Standards?
13,270
Read more...
Why Is Measuring Customer Satisfaction So Important?
1,931
Read more...
Contact Centre Benchmarking – How to Get More From Your Metrics
2,178
Read more...
Next
Latest Resources
eBook - Business Recovery Accelerator Kit
Whitepaper: Workflow Automation
Upcoming Webinars
Webinar
Webinar: The Secrets of WFM
Register Now
Webinar
Webinar: 5 Sure-Fire Quality Monitoring Techniques
Register Now
Latest From the Forum
Forum
Jasmin J |
20 hours ago
Email Software needed
Forum
Kien Nguyen |
22 hours ago
WFM - Calculation Occupancy Chat/Email (mutil...
Forum
Jonty Pearce |
2 days ago
WFM Consultants
Forum
Jonty Pearce |
2 days ago
WFM - Calculation Occupancy Chat/Email (mutil...
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
“Sorry for the Inconvenience” – How to Offer a Genuine Apology
The Top 100 Excellent Customer Service Quotes
18 Empathy Statements That Help Improve Customer-Agent Rapport
Editors Pick
10 Experts Share Their Favourite Advice on Call Centre Metrics
Making Your Customer Service Writing Simple, Friendly and Personal
20 Tried and Tested Tips to Improve First Call Resolution (FCR)
50 Call Centre Best Practices
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
Intelligent Routing: Your Customer’s AI Wingman
How to Use Robotic Desktop Automation
Upcoming Events
Mar
9
Building a Cloud-First Approach to the Modern Contact Centre Experience – Webinar
Mar
16
ECCCSA
Latest News
Spearline Share Their Latest Podcast Episodes
Genesys Announces Cloud Growth
Latest Resources
eBook - Business Recovery Accelerator Kit
Whitepaper: Workflow Automation
Latest News
Spearline Share Their Latest Podcast Episodes
Genesys Announces Cloud Growth