The
Award Winning
Contact Centre Magazine
Translate
Home
Menu
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
Articles about RingCentral
Next
Voice Recognition
121
Read more...
RingCentral Expands the Capabilities of Its Video Solution
220
Read more...
What Is IVR (Interactive Voice Response)?
207
Read more...
An Introduction to First Contact Resolution
338
Read more...
A Guide to the Role of a Contact Centre Agent
411
Read more...
What Is an Auto Dialler?
144
Read more...
What is Automatic Call Distribution (ACD)?
725
Read more...
Build Agent Confidence With Good Training Practices
83
Read more...
Turbocharging Customer Experience in the Contact Centre
101
Read more...
An Introduction to Webchat: Examples, Benefits and Uses
61
Read more...
Latest reports
How to Improve Customer Experience by Deflecting Calls to Digital Channels
Whitepaper: How to Future-Proof Your Contact Centre
Whitepaper: Cloud Contact Centre Platform Selection Guide
Outbound Engagement Playbook
Whitepaper: What Your Employees Need to Keep Your Customers Happy
Whitepaper: Long Hold Times Are Killing Your Customer Experience
Whitepaper: Сontact Centre 2.0: Tomorrow’s Solutions For Today’s Customers
Remote Agent Playbook
Survey Report: Is Your Contact Centre Delivering Exceptional Customer Service? (2020 Edition)
White Paper: Why it’s Time to Leave Your On-Premises Call Centre Hardware Behind
Next
Latest Resources
Whitepaper: Beyond Network Monitoring
Whitepaper: Reimagining Enterprise Knowledge Management Strategies
Upcoming Webinars
Webinar
Webinar: How to Simplify Customer Journeys
Register Now
Webinar
Webinar: 7 Expert Ideas to Improve Capacity Planning
Register Now
Latest From the Forum
Forum
Laura Sikorski |
2 days ago
What percent of calls do not call back
Forum
Amanda Ballinger |
2 days ago
Best practice for counting calls
Forum
Kerry Benson |
3 days ago
Mask Use In Contact Centres
Forum
Kerry Benson |
3 days ago
How many chats where a customer starts it and...
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
The Top 100 Excellent Customer Service Quotes
18 Empathy Statements That Help Improve Customer-Agent Rapport
“Sorry for the Inconvenience” – How to Offer a Genuine Apology
Editors Pick
How to Negotiate Solutions With a Customer
How to Get Your Advisors to Show Genuine Interest in Customers
28 Brilliant Hacks to Improve Contact Centre Efficiency
10 Experts Share Their Favourite Advice on Employee Engagement
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
Why Contact Centre Staff Wellness Matters More Than Ever
Support Tickets are Your Most Valuable Insight Channel
Upcoming Events
Apr
26
Contact Centre & Customer Services Summit
Apr
27
Future Workforce Conference
Latest News
5 Ways to WOW Customers
NICE Launch CXone Expert
Latest Resources
Whitepaper: Beyond Network Monitoring
Whitepaper: Reimagining Enterprise Knowledge Management Strategies
Latest News
5 Ways to WOW Customers
NICE Launch CXone Expert