Eager for knowledge?
Are you responsible for agent scheduling, capacity management or forecasting in your contactcenter? And would you like to have more control on every aspect of the WFM – Circle ? Optimized WFM processes start with qualified WFM-professionals. CCmath offers a complete curriculum. From Forecast to Realtime Management, and from basic to Advanced.
Why a contactcenter forecast accuracy of 100% is sheer luck. An explanation by Prof. dr. Ger Koole.
This video is about the suitability of Erlang C for callcenter staffing calculations
This video is about the complexity of Chat Capacity Calculations.
This video is about Man VS Machine Webinar
This video is about Dangers of Overfitting
This video is about “Handling Handle times, why the AHT is not your average average.”
This video is about “The case of intradaymanagement Less is more”.