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capacity planning

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 »

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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