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Contact Centre Planning
CCplan
Budgeting
Calculating headcount
Service Levels & Erlang
Erlang uplift
Working Day Erlang – understated
24-hour Erlang – overstated
Opening hours Erlang – usually about right
Limitations
How many seats?
Seats per FTE
Short-term calc: Using workforce management
Long-term calc: Only what you need
Change Planning
Forecasting
Inbound calls
Accuracy
Overshoot (“spin”)
Average Handling Time (AHT)
Money where your mouth is
Scheduling
Real Time
Leadership
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CCplan
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Menu
Contact Centre Planning
Search for:
Budgeting
Calculating headcount
Service Levels & Erlang
Erlang uplift
Working Day Erlang – understated
24-hour Erlang – overstated
Opening hours Erlang – usually about right
Limitations
How many seats?
Seats per FTE
Short-term calc: Using workforce management
Long-term calc: Only what you need
Change Planning
Forecasting
Inbound calls
Accuracy
Overshoot (“spin”)
Average Handling Time (AHT)
Money where your mouth is
Scheduling
Real Time
Leadership
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All about scheduling.
