Translate
Home
Articles
Hints and Tips
Customer Experience
Employee Engagement
Service Strategy
Management
Skills
Life
Planning
Quality
Technology
Technology
Blogs
AI
Analytics
Contact Centre Software
CCaaS
Headsets
Knowledge Management
WFM
Quality
Voice of Customer
Insights
Business Insights
Blogs
Latest News
Events
Case Studies
Videos
Webinars
Forum
LinkedIn Community
Resources
Resources
Reports
Research
Hints & tips
Directory
Webinars
Recorded Webinars
Definitions
Newsletter
Webinars
Webinars
Recorded Webinars
Events
Videos
Tools
Tools
Erlang Calculator
Forecasting
Multi-Channel Calculator
Cheat Sheets
Dashboard Template
Schedule Adherence
Call Monitoring Form
Jargon
Erlang
Erlang Calculator
Erlang Calculation
Erlang Formula
Excel Calculator
Online Calculator
What is an Erlang?
Events
Events
Webinars
Recorded Webinars
Advertise
Advertise
Media Pack
About Us
☰
Articles - Downloads
Next
RECENT
POPULAR
Excel Based Erlang Calculator for Contact Centres – with Maximum Occupancy
Monthly Forecasting Excel Spreadsheet Template
Excel Schedule Adherence Template – Free Download
Free Call Monitoring, Evaluation and Coaching Form
The Top 50 Words to Describe Yourself on Your CV in 2024
What to Say to an Angry Customer – With Example Words, Statements, and Phrases for Your Agents to Use
Empathy Statements for Customer Service With Examples
Spanish Phonetic Alphabet – Free Download
The 7 Cs of Effective Communication
UK Phonetic Alphabet – Free Download
Training Cheat Sheet – Handling Difficult Customers
Australian Phonetic Alphabet – Free Download
Positive Statements to Increase Customer Satisfaction
The AHT Glidepath – Track Agent Onboarding
French Phonetic Alphabet – Free Download
Training Cheat Sheet – Effective Questioning
Use Mock Calls to Improve Agent Performance – With Free Exercises
Comedy Phonetic Alphabet – Free Download
7 Games to Liven Up the Contact Centre
Training Cheat Sheet – Handling Customer Objections
Training Cheat Sheet – Building Great Rapport
Training Cheat Sheet – Motivating Teams
Snakes and Ladders Call Centre Game Template
Training Cheat Sheet – Closing Techniques
Next
Editor's Pick
Kick-Start Your Next Team Engagement Day – With These Tried and Tested Activities
10 Ways to Kick-Start Your Adherence Improvement Strategy
The 7 Cs of Effective Communication
Improve Your CX Strategy – With These Clever Ideas From Bupa’s Contact Centre!
Latest Resources
Guide: Applying AI in Customer Service
Guide: Five Steps to Mastering Conversation Intelligence
Upcoming Events
Why Industry Leaders are Prioritising AI Investment – Webinar
Achieving the Perfect Balance of Occupancy, Utilization, and Productivity – Webinar
Latest Blogs
How to Extract Valuable Insights With Text Analysis
The New CX – AI and Agents in Conversation
Featured Articles
The Key Elements of a CX Lifecycle and Ways to Improve It
21 Ways to Say “I’m Sorry” and Apologize to a Customer for Bad Service
What is Attrition Rate and How to Calculate It
The Top 10 Call-Closing Statement Examples
Popular Pages
The Top 25 Positive Words and Phrases for Customer Service
The Top 50 Words to Describe Yourself on Your CV in 2024
Contact Centre Dashboard Excel Template – FREE Download
Alpha, Bravo, Charlie… What is the Phonetic Alphabet and How it Improves Customer Service?