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Operations

A woman with dark hair in a bun, wearing a headset and teal blazer, sits at a sunlit desk holding a mug and looking up at a blank wall calendar, with a plant and a stack of notes beside her keyboard

Forecasting Call Volume in a Spreadsheet: Moving Averages and Seasonality

Operations

Forecasting Call Volume in a Spreadsheet: Moving Averages and Seasonality Read More »

A help desk floor with a manager pointing at a coverage plan on a whiteboard

Help Desk Pandemic Planning: What the 2009 Swine Flu Alert Means for Your Team

Operations

Help Desk Pandemic Planning: What the 2009 Swine Flu Alert Means for Your Team Read More »

A support manager wearing a headset sketching a mind map on a large sheet at her desk

Mind Map Software for Support Managers: Test the Export Before You Buy

Operations

Mind Map Software for Support Managers: Test the Export Before You Buy Read More »

Support agent with a headset calmly reassuring a worried caller, a newspaper and a marked calendar on her desk

Conficker Help Desk Prep: Readiness for a Feared Date

Operations, Training

Conficker Help Desk Prep: Readiness for a Feared Date Read More »

A support lead in a headset moves a launch-day sticker to a later month on a wall calendar while a colleague holds training binders

When a Launch Date Slips: What the DTV Delay Did to the Call Centre Plan

Operations

When a Launch Date Slips: What the DTV Delay Did to the Call Centre Plan Read More »

A team watches a live broadcast on a wall screen while a colleague with a headset keeps working at her desk

Capacity Planning for a Known Event: Inauguration Day Traffic

Operations

Capacity Planning for a Known Event: Inauguration Day Traffic Read More »

A support manager in a teal blazer and headset smiles at her laptop while a colleague carries an old office server away across the room

Hosted Help Desk Software vs Installed Systems: What Changed in 2009

Operations

Hosted Help Desk Software vs Installed Systems: What Changed in 2009 Read More »

Support agent in a headset kneeling by an office cabinet, lifting out an archive box to check what is inside

Backup Restore Test: The KPI Ma.gnolia Didn’t Have

KPI, Operations

Backup Restore Test: The KPI Ma.gnolia Didn’t Have Read More »

Two colleagues at a wall chart drawing a curve of expected busy and quiet periods through the day

How to Forecast Call Volume by Half Hour for Your Erlang Sheet

Operations

How to Forecast Call Volume by Half Hour for Your Erlang Sheet Read More »

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