Erlang ‘C’ & Scheduling for Call Centres – IV

The key things you need to remember if you’re using Excel or any staffing program is…

Erlang ‘C’ & Scheduling for Call Centres – II

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

Erlang ‘C’ & Scheduling for Call Centres

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