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...
Tag: erlang-theory
From call-backs to customer service, our extensive library will support you at any stage of your journey. Ready to learn how you can deliver the ultimate call center experience?
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...
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"....