workforce management
Articles
3 articles tagged with "workforce management"
-
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.
-
Call Center Forecasting 101: How to Forecast Volume and Staff a Scaling Contact Center
A practical guide to call center forecasting, common pitfalls, peak staffing strategy, and how to use Erlang C to plan headcount as you scale.