Why you should stop using Erlang97
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,...
A letter to Intra-day managers in modern contact centers
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...
The Maths of Adherence
Agent scheduling is neither the first nor the last step to make sure your agents do the right thing at the right moment. Before you need budget and capacity planning; after it you need real-time performance management. An important part...
The Challenges surrounding Flexibility
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...