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Articles - Erlang Calculations

Browse our selection of insights on Erlang calculations for workforce planning and resource optimisation in contact centres.

Multi channel call centre calculator showing email calls and web chat

Multi-Channel Contact Centre Calculator Tool – Phone Email Chat

How Do I… Manage and Schedule Multi-Skilled Agents?

FAQs – Call Forecasting With Spreadsheets

Erlang Calculation – An Introduction

Top Tips for Improving Contact Centre Shrinkage

Trade Secrets: How to Get the Best Out of Your WFM Software

Top ten questions regarding the free Erlang calculator….

Future forecasting models

Is there life beyond Erlang?

24 / 7 concept

What is the Minimum Number of Staff Required for a 24/7 Call Centre?

Sprinklr AI Maturity Assessment Box

Editor's Pick

Thumbnail The Best Ways to Track Absence in the Contact Centre

The Best Ways to Track Absence in the Contact Centre

Thumbnail Contact Centre Predictions for 2025

Contact Centre Predictions for 2025

Thumbnail 10 Christmas Office Games to Motivate Your Team

10 Christmas Office Games to Motivate Your Team

Thumbnail Stop Doing These Stupid Things to Your Customers

Stop Doing These Stupid Things to Your Customers

Zoom Agent Productivity Customer Engagement Box

Latest Resources

White Paper: Building a Conversation Intelligence Centre of Excellence

White Paper: Building a Conversation Intelligence Centre of Excellence

Report: Inner Circle Guide to Customer Interaction Analytics

Report: Inner Circle Guide to Customer Interaction Analytics

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The 2025 CX Playbook: Strategies Contact Centres Can’t Ignore – Webinar

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AI Readiness: Lessons From the CCMA Tech Summit

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Sales Contact Centres: How AI Insights Can Help You Boost Revenue

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Featured Articles

Thumbnail 15 Examples of Probing Questions for Customer Service

15 Examples of Probing Questions for Customer Service

Thumbnail How to Calculate the Number of Agents Required in a Contact Centre

How to Calculate the Number of Agents Required in a Contact Centre

Thumbnail How to Calculate Contact Centre Service Level

How to Calculate Contact Centre Service Level

Thumbnail 20 Sneaky Tricks That Call Centre Agents Use to Avoid Calls

20 Sneaky Tricks That Call Centre Agents Use to Avoid Calls

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Popular Pages

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The Top 25 Positive Words and Phrases for Customer Service

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The Top 50 Words to Describe Yourself on Your CV in 2024

Thumbnail Contact Centre Dashboard Excel Template – FREE Download

Contact Centre Dashboard Excel Template – FREE Download

Thumbnail The Phonetic Alphabet and How it Improves Customer Service

The Phonetic Alphabet and How it Improves Customer Service

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