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Improve your understanding of the relationships between workload, service-level, abandoned calls, and staff levels. Copyright © Mitan Ltd 1998-2004. |
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How changes to call scheduling rules can help, how to manage the abandoned call rate, and why you may be using more agents than you need. Copyright © Mitan Ltd. 1997-2004. |
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The framework and terminology used for agent shrinkage calculations in the Mitan PhoneCalc Suite. Copyright © Mitan Ltd. 2003-2006. |
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A basic introduction to the idea of simulation, a widely used planning technique in many fields including contact centres. Copyright © Mitan Ltd. 1997-2004. |