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Mind Mapping

11 years ago Hutch Morzaria 0
What is Mind Mapping?  In its simplest form, it is a technique whereby you use a diagram to represent words and ideas.  Linked to this are other tasks or items that are related to the previous item in a hierarchical fashion.  By arranging the elements intuitively according to their relative importance it is easy to Read More

Erlang ‘C’ & Scheduling for Call Centres

12 years ago Hutch Morzaria 1
Erlang ‘C’ is a Nobel winning formula used in the Call Centre and Operations industries to determine the correct and appropriate level of staffing based on key call metrics.  The scary looking formula for this is below and the even scarier explanation from Wikipedia is here. From a Call Centre and Staffing Point of view, Read More