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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