How many people do you need to handle the customer workload on a Monday morning at 10:00 am? How about a Thursday afternoon at 2:00 pm? In this video from my LinkedIn Learning course “Managing a Customer Contact Center,” I introduce the methods used to accurately predict staffing levels. We’ll look at the popular queuing formula Erlang C and discuss an important alternative to it.
The main message: don’t guess at staffing. Use proven methods to be as specific and accurate as possible.