The Contact Center Resource Library

Free Templates, Calculators, and Guides for Ops, WFM, and QA Leaders

A complete library of expert resources designed to help you optimize staffing, manage quality, and streamline your contact center operations.

The WFM & Staffing Toolkit

Download our essential kit for WFM and Ops leaders. Includes the Erlang C Calculator, Call Center Capacity Planner, and a Shift Schedule Template with Break Times.

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Explore All Contact Center Resources

Find exactly what you need by searching our library or browsing by category.

Call Center Capacity Planner for Optimal Efficiency

Erlang C Calculator for Call Centers

Work from Home Policy for Contact Centers

Call Center Shift Schedule Template with Break Times

Call Center Shrinkage Report Template

How to Calculate Employee Turnover Rate Using a Spreadsheet

Call Centre KPI Calculation

Call Center Scripts for Customer Service

Call Center SOP Template

Call Center Agent Rating Form Template

Standard Operating Procedure (SOP) Template for Handling Inbound Calls and Chats in a Contact Center

Standard Operating Procedure (SOP) Template for Handling Outbound Calls and Chats in a Contact Center

Quality Assurance Scorecard Template for Inbound Customer Service Calls

Quality Assurance Scorecard Template for both Inbound and Outbound Sales Calls and Chats in A Contact Center

Quality Assurance Scorecard Template for Outbound Customer Service Calls & Chats

Quality Assurance Scorecard Template for Technical Support Inbound and Outbound Calls and Chats in Contact Centers

OKRs for Customer Service Agents in a Contact Center (Calls & Chats)

Create OKRs for Quality Assurance in Contact Centers

OKRs for Telesales Agents in Contact Centers

Pre-Sales Questionnaire Template for Customer Service Prospects

Annual Operating Plan Template For Contact Centers

Performance Improvement Plan Template for Contact Center Agents

Inbound customer service process flow chart for contact centers

You've Outgrown Spreadsheets.

These templates are the gold standard for running a contact center manually. But they’re still manual.

They can’t give you real-time QA scores, automated adherence alerts, or AI-powered scheduling. They can’t connect your KPIs to your agent scorecards automatically.

When you’re ready to automate, HiveDesk is the next step.

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