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…