Hints and Tips
Call Centre TV
Hints & tips
What is an Erlang?
Articles - Shrinkage
New Excel Based Erlang Calculator – with Maximum Occupancy
Adding Shrinkage to Workload FTE
What is the Difference Between Absenteeism and Shrinkage?
Relationship of Shrinkage and Phone Occupancy
How to Work Out How Many Staff You Need in a Contact Centre
What Is Call Centre Shrinkage and How to Reduce It
What Is the Difference Between Occupancy and Utilisation?
Contact Centre Forecasting: Closing the Staffing Gap
What Are the Industry Standards for Call Centre Metrics?
The Biggest Cause of Call Centre Shrinkage (And How to Eliminate It)
Erlang C Formula – Made Simple With an Easy Worked Example
10 Things You Need When Calculating How Many Contact Centre Advisors You Need
Call Centre Erlang Staffing Calculator – v 4.2 – With Abandons and Day Planner
What Is an Erlang Calculator?
How to Calculate Contact Centre Shrinkage
11 Top Tips for Spreadsheet Forecasting in Excel
FAQs – Call Forecasting With Spreadsheets
How to Calculate Schedule Efficiency
15 Scheduling Mistakes You Need to Avoid at All Cost
Top Tips for Improving Contact Centre Shrinkage
Trade Secrets: How to Get the Best Out of Your WFM Software
How to Deal with Long Queues in the Contact Centre
Top ten questions regarding the free Erlang calculator….
Workforce Management (WFM) and Shrinkage
The UK Phonetic Alphabet
Customer Service Greeting Messages – The Good, the Mediocre and the Innovative
Beware of Watermelon Metrics
6 Key Steps to Deliver a Measurable Improvement in Contact Centre Performance
White Paper: The Inner Circle Guide to Customer Interaction Analytics
eBook: Contact Centre Agent Wellbeing
Gen Z & Customer Service: The Risks and Opportunities – Webinar
Tue 24 May 2022
3 Contact Center Decisions That Drive Profitable Customer Experiences – Webinar
Tue 24 May 2022
Contact Centre Customer Opinion: Preferences and Perception
4 Ways to Create a Better Customer Experience
Five9 Awarded Verint 2022 EMEA Cloud Partner of the Year
Sparkhound Provides Client Support 24/7 With 8×8 Contact Center
The Top 25 Words to Describe Yourself on Your CV
Top 25 Positive Words, Phrases and Empathy Statements