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Operations

llustration of call centre staffing schedules with time intervals, agent capacity, and demand charts representing Erlang‑C workforce planning.

Escalation Matrix: Who Gets Called at 2am

Leadership, Operations

Escalation Matrix: Who Gets Called at 2am Read More »

Support agent with a headset at her desk while a line of cartoon telephone handsets waits in a queue

Build Your Own Erlang C Calculator in Excel

Operations

Build Your Own Erlang C Calculator in Excel Read More »

Erlang

Erlang C Scheduling for Call Centres: How Many Agents You Actually Need

Operations, Tools

Erlang C Scheduling for Call Centres: How Many Agents You Actually Need Read More »

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