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demand forecasting

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 lookout with a telescope watching a storm cloud approach a small town

Leading Indicators for Support Teams: Lessons from Google Flu Trends

KPI

Leading Indicators for Support Teams: Lessons from Google Flu Trends 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 »

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 »

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