About ErlangC
The ErlangC equation is a standard tool in inbound contact centres for estimating the number of advisors needed to meet a service level target, typically defined as answering a set percentage of calls within a specific number of seconds. It works best in environments where every advisor can handle every call, and is usually applied […]
Estimating resource requirement for customer operations – why it is crucial
Calculating weekly resource requirement for the Capacity Planning process is extremely valuable. Here are seven key functions this practice enables, contributing to maximising CX, commercial performance and employee engagement.
Understanding the causes of service level failure
Philip Stubbs suggests a graphical report that helps pinpoint the causes of service level failure
How a simple chart can help deliver optimum customer operations performance
Study whether each future week will be over- or under-staffed
Do your colleague schedules meet the four objectives necessary for success?
Philip Stubbs outlines the four crucial objectives to achieve when designing a new schedule structure.
Achieving better forecasting accuracy through error measurement
Philip Stubbs discusses why the measurement of forecast error within an operation plays a crucial step in helping to reduce such error.
How do you know if your forecasting is any good?
Philip Stubbs suggests a method to determine the quality of a forecasting model