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
Jobs
Free Newsletter
White Papers
Events
Event Calendar
Webinars
Recorded Webinars
Conferences
Training
Advertise
Advertise
Media Pack
Directory
About Us
Newsletter
Articles about Metrics
Next
Which Metrics Are Best for Monitoring Live Chat?
1,430
Read more...
How to Get More From Your Customer Satisfaction (CSat) Scores
1,333
Read more...
How to Calculate Absenteeism
2,802
Read more...
How to Calculate Attrition
8,200
Read more...
How to Calculate Productivity in the Contact Centre
4,050
Read more...
How to Assess Quality on Email and Live Chat in the Contact Centre
2,383
Read more...
What Are the Industry Standards for Call Centre Metrics?
10,224
Read more...
Call Centre Quality Parameters: Creating the Ideal Scorecard and Metric
5,197
Read more...
How to Calculate Occupancy
29,178
Read more...
The Top 10 Most Important Call Centre Metrics
112,068
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: How to Deliver a Consistent Customer Experience Across All Channels
Register Now
Webinar
Webinar: How To Give Excellent Customer Service For Vulnerable People
Register Now
Latest From the Forum
Forum
Jonty Pearce |
2 days ago
Emergency plan
Forum
mieke schutters |
2 days ago
Emergency plan
Forum
Chris Dealy |
3 days ago
Resource Department requirements - Ratio of P...
Forum
Jonty Pearce |
3 days ago
Resource Planning - Staff Req (erlang calc) M...
Directory
View our full directory
Popular Pages
Top 25 Positive Words, Phrases and Empathy Statements
The Top 25 Words to Use on Your CV
18 Empathy Statements That Help Improve Customer-Agent Rapport
The Right Words and Phrases to Say to an Angry Customer
Top 50 Customer Service Interview Questions – with Answers
The Best Customer Service Greeting Phrases – with Examples
The Top 12 Acknowledgement Statements for Customer Service
Erlang C Calculator Excel – Including Shrinkage
How to Calculate Contact Centre Shrinkage
Motivational Games for Employees
Dealing with Angry Customers
Top Tips for Selling Over the Phone
Editors Pick
How to Write a Good Customer Service Letter – With Examples
How to Calculate Absenteeism
The Long List of Things That Can Destroy Your Customer Service
How to Forecast With Minimal Data
Latest Resources
White Paper: What Is the Role of the Chief Experience Officer (CXO)?
White Paper: 3 Important Things a Chatbot Can’t Do (But an IVA Can)
Latest Insights
Customer Journey Mapping: Empathy Maps
4 Steps to Drive Customer Feedback Into the Wider Business
Upcoming Events
Oct
23
LISTEN 2018
Read More
Oct
23
Optimise Your Contact Centre With CRM Integration – Webinar
Read More
Latest News
Global Manufacturer Boosts NPS by 20 Points
Build Your Contact Centre Transformation Dream Team
Latest Resources
eBook: Do It the Gordon Ramsay Way and Don’t Compromise on Customer Experience
White Paper: How Knowledge Management Can Complement Agent Training
Latest News
Serenova Recognised for Cloud Capability
Global Study Reveals That Digital Customer Experiences Are Improving
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
