Many people in the contact center and workforce management industry still rely on the Excel 97 add-in to perform their Erlang calculations. However, the Erlang97 add-in is quite limited in its functionalities, and some of them are downright incorrect. For example,...
This year is difficult for all of us. The unforeseen COVID catastrophe has changed the way we work, the way we live, and even the way we love. Despite this, we are also fighting hard with a positive mindset to...
Excel is an amazing tool that allows users to organize data in spreadsheets and manipulate it using a large selection of functions. However, many WFM departments also use it as forecasting software for their time series. There are reasons why...
Call center forecasting is a fascinating field where science and business intersect to create stimulating challenges. However, business requests sometimes contradict scientific reasoning such as using external variables to predict call volumes. As a forecasting specialist, I often receive an...
I am lucky not to be a forecaster… because they really have a difficult job. They have to differentiate between the effects of many factors, such as day-of-the-week, week-of-the-year, long-term trend, marketing events – without being able to tell exactly...
Today, as I’m writing this blog, is the first really warm summer day in Holland. Every WFM professional knows that this means less calls which arrive earlier in the day (unless you’re in airco sales). This results in overstaffing, especially...
Wout Bakker MSc, Giuseppe Catanese MSc, Ger Koole PhD, Siqiao Li PhD, Alex Roubos PhD CCmath bv, Amstelveen, Netherlands Introduction In call centers forecasts have to be at the 15-minute level to staff the right number of people at the right...
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