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Operations

A woman in a headset watching a queue of waiting caller icons with a few drifting away through a window

Erlang A: What Erlang C Misses When Callers Hang Up

Operations

Erlang A: What Erlang C Misses When Callers Hang Up 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 calm woman in a headset and teal blazer studies a colour-blocked paper rota at her desk while a colleague points at a wall schedule

How to Calculate Call Centre Shrinkage From Your Own Timesheets

Operations

How to Calculate Call Centre Shrinkage From Your Own Timesheets 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 »

Support agent drawing a colourful mind map on a large sheet of paper

What Is a Mind Map? A Beginner’s Guide for Support Managers

Mind map, Operations

What Is a Mind Map? A Beginner’s Guide for Support Managers Read More »

A support agent in a headset at a desk, studying a ticket queue on her monitor, with a wall clock and a calendar behind her

Help Desk Software Trial: Test the SLA Clock Before You Buy

Operations

Help Desk Software Trial: Test the SLA Clock Before You Buy 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 »

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