headcount planning
Articles
2 articles tagged with "headcount planning"
-
Call Center Shrinkage Explained: How to Calculate It and Why It Breaks Staffing Plans
A practical guide to call center shrinkage, how to calculate it, common mistakes, and how shrinkage fits into forecasting, Erlang C, and workforce planning.
-
Erlang C Explained: How to Calculate Call Center Staffing Without Over or Under Hiring
A practical guide to Erlang C for contact centers, including assumptions, pitfalls, peak staffing, and how to use Erlang C calculators correctly.