5 Pitfalls When Setting Your Call Center Service Levels
The forecast says there's a 20% chance of rain tomorrow in your city. Does that mean...
Tag: erlang-theory
How WFM & Virtual Queuing Create Smooth Operations for the Call Center
A contact center can’t operate smoothly without a properly optimized workforce. It is simply impossible to...
The Danger of the 80/20 Service Level Continues
Of all the myriad call center metrics, one that is universal is the “service level”. This...
Erlang in a Nutshell for Call Center Folks
We’re in the middle of a series of posts exploring the ROI of adding call-backs to...
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Finding the Right Service Level for Your Call Center
One of the most commonly used metrics in the modern contact center is the "service level"....