Sign up for the next Webinar!
Join us for The Non-Linearity of Skill-Based Routing: Why Adding Agents Doesn’t Add Up, where Ger Koole, founder of CCmath, explains what really happens when you add agents in a multi-skill contact center.
In a single-skill setup, adding an agent has a clear, predictable effect. In a multi-skill environment, it doesn’t; the gain you get depends heavily on how calls are routed. Ger will unpack this non-linearity: how the impact of extra agents shifts with the routing strategy, why capacity can quietly appear or disappear without changing headcount, and what this means for your staffing decisions and service levels. He’ll walk through the effect step by step with clear, worked examples.
Join on Tuesday, 8 September, 16:00 to 17:00 CEST on Google Meet.
The next webinar is coming soon! Don’t miss the chance to gain valuable insights from industry experts and register today.
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Go visit WFM-Academy, our e-learning platform. Here you can take courses and training whenever you want, at your own pace.
Follow a full-scale training such as the comprehensive Forecasting program, or try a single course like Multi-Skill Systems or Call Arrival Processes. Through quizzes and assignments, you will be challenged throughout your training, which will be assessed by Siqiao Li PhD.
