Essential Reading -
Setting up a Contact Centre
Dealing with Increased Contact Volumes
. Find suppliers of
The Leading Contact Centre Magazine
Hints & tips
What is an Erlang?
Call Centre News
Articles about Metrics
What Is First Contact Resolution? – With a Definition, Formula and Expert Best Practices
50 MORE Expert Tips to Improve Contact Centre WFM
Podcast: Is It Time to Rethink Your Call Centre Metrics?
50 Expert Tips to Improve Contact Centre WFM
10 Metrics to Help You Measure the Customer Experience
Which KPIs Do I Need for Contact Centre WFM?
What Are the Contact Centre Service Level Standards?
Why Is Measuring Customer Satisfaction So Important?
Contact Centre Benchmarking – How to Get More From Your Metrics
How to Calculate Customer Churn Rate – the Formula
The Difference Between Measuring Repeat Contacts and First Contact Resolution
5 Great Methods to Improve Your Customer Satisfaction Score
How to Calculate Utilisation
An Introduction to Contact Centre KPIs and KPAs
Is 80/20 Still a Reasonable Service Level?
What Is After-Call Work (ACW) and How Can It Be Improved?
What Is an Acceptable Contact Centre Waiting Time?
What Is the Difference Between Occupancy and Utilisation?
The Best Metrics for Live Chat?
How to Get More From Your Customer Satisfaction (CSat) Scores
Erlang C Calculator Excel Including Shrinkage
Free Call Monitoring and Coaching Form
Monthly Forecasting Excel Spreadsheet Template
Multi-Channel Contact Centre Calculator Tool – Phone Email Chat
Webinar: Emotional Intelligence in the Contact Centre
Webinar: A Smarter Approach to Contact Centre QA
Latest From the Forum
Bev Cornwell |
23 hours ago
Understanding & using Erlang
Shivam Kumar |
1 day ago
How can I get a good Call Center Project
Jonty Pearce |
5 days ago
How to Calculate the Number of Agents Required
Jonty Pearce |
5 days ago
QA Monthly REPORT
View our full directory
The Top 25 Words to Describe Yourself on Your CV
Top 25 Positive Words, Phrases and Empathy Statements
18 Empathy Statements That Help Improve Customer-Agent Rapport
“Dear Valued Customer” – 12 Steps to Writing a Great Customer Letter
The Right Words and Phrases to Say to an Angry Customer
Ask a Question
& Find an Answer
Get answers from the Call Centre Helper community on your most difficult challenges
Ask Your Question
Coronavirus: 10 Quick Fixes to Deal With Increased Call Volumes (Updated!)
9 Ways to Prepare Your Contact Centre for Coronavirus
How to Make the Most of Your Staff Incentives – With Examples
How to Get Service Recovery Right – With a Definition, Examples and Expert Tips
White Paper: Work From Home Model Q&A For Contact Centers
Whitepaper: Ultimate Guide to Quality Scoring
Remote Working – 6 Tips to Be Successful
Are You Missing Opportunities for Improved Skills-Based Routing?
Reduce Call Volumes in 30 Minutes With Contact Centre AI – Webinar
5 ways to support and manage your home workers
RingCentral Release New Video Platform
Vonage Launch New Cloud Security Capabilities