Erlang ‘C’ & Scheduling for Call Centres – II

Escalation Matrix – OK, great, we’ve got an SLA, we have the appropriate staff in place…

SLA & Tiered Service Levels

SLA – this is a difficult one.  You obviously want to offer all of your customers…

Erlang ‘C’ & Scheduling for Call Centres

Erlang ‘C’ is a Nobel winning formula used in the Call Centre and Operations industries to…

KPI’s and the Importance of Measurements (part 2)

Continuing from my previous post here, we’re going to get more in depth into KPI’s and…

KPI’s and the Importance of Measurements

There is a great quote that goes something like – “If you cannot measure it, you…