The key things you need to remember if you’re using Excel or any staffing program is to ensure that your minimum coverage matches your expected
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Erlang ‘C’ & Scheduling for Call Centres – II
Escalation Matrix – OK, great, we’ve got an SLA, we have the appropriate staff in place to take the call when they make it …
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Erlang ‘C’ & Scheduling for Call Centres
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
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