Fundamentals of queueing theory, 2nd edition, GROSS
I am presently developing call centre staff allocation software which uses a variant on the Erlang C formlation to take into account caller abandonment. I would be interested to know about your intended use for your spreadsheet.
We are a .com service provider customer contact center with approximately 80-100 inbound agents. Can someone direct me to any automated scheduling tools to help us with our manpower scheduling requirements. Yes we’re familiar with such systems as TCS. However, our company is not ready to spend high five to six figures. Any known low to medium cost tools, their web site locations and/or contact sources would be greatly appreciated.
I am going for an interview for a job in a Banks call centre.Could any one please suggest the sites wherein I can learn the various calculations/formulas applicable to arrive at the call centre statistics? What kind of measures to set up/what kind of targets to set and what data to collect for this measurement?and what principals to apply to analyse this data?