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Operations

A support team rehearses a service role-play at a mock counter in a bright training room

Launch Readiness: What Heathrow Terminal 5 Taught Support Teams

Operations

Launch Readiness: What Heathrow Terminal 5 Taught Support Teams Read More »

A calm support agent with a headset looks at a wall clock and a schedule board with colored blocks and a few gaps

Intraday Staffing After Big News: What Northern Rock’s Call Centres Showed

Operations

Intraday Staffing After Big News: What Northern Rock’s Call Centres Showed Read More »

Support agent pressing a red alarm button while colleagues turn to look

Escalation Triggers: The First Twenty Minutes of an Incident

Operations

Escalation Triggers: The First Twenty Minutes of an Incident Read More »

Unhappy customer holding a small voucher while a support agent apologises beside a laptop showing a server warning

An SLA Credit Is Not a Remedy: Lessons from Amazon S3

Operations, SLA

An SLA Credit Is Not a Remedy: Lessons from Amazon S3 Read More »

A long queue outside a phone shop at sunrise with a support agent in a headset in the foreground

Staffing for a Product Launch You Cannot Forecast: Erlang C Meets iPhone Day

Operations

Staffing for a Product Launch You Cannot Forecast: Erlang C Meets iPhone Day Read More »

A woman in a headset at her desk with a laptop and a printed weekly rota grid

Call Centre Shrinkage: Why 25 Agents on the Sheet Means 36 on the Rota

Operations

Call Centre Shrinkage: Why 25 Agents on the Sheet Means 36 on the Rota Read More »

Contact centre manager reviewing a weekly staffing schedule with two coverage gaps highlighted

Call Centre Scheduling Software: Excel or Not?

Operations, Tools

Call Centre Scheduling Software: Excel or Not? Read More »

Support agent adjusting three large dials marked with a telephone, a stopwatch and a smiling face

Erlang C Inputs: Why a 10% Forecast Miss Costs You Two Agents

Operations

Erlang C Inputs: Why a 10% Forecast Miss Costs You Two Agents Read More »

Hourly staffing bars falling short of call demand, with the coverage gap shaded

Scheduling for Call Centres: Mind the Gap

Operations, Tools

Scheduling for Call Centres: Mind the Gap Read More »

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