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...
White paper ‘More precision with less data: a new approach to intra-day patterns’
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...