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Erlang Calculations

Browse our selection of insights on Erlang calculations for workforce planning and resource optimisation in contact centres.

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What are Erlangs?

What are Erlangs?

A Beginner’s Guide to the Erlang A Formula

A Beginner’s Guide to the Erlang A Formula

What Is Workforce Management (WFM) in BPO?

What Is Workforce Management (WFM) in BPO?

Beginner’s Guide to Workforce Management Software

Beginner’s Guide to Workforce Management Software

The Three Forecasting Timelines Used in Contact Centres

The Three Forecasting Timelines Used in Contact Centres

What Are the Industry Standards for Call Centre Metrics?

What Are the Industry Standards for Call Centre Metrics?

How to Calculate Occupancy in the Contact Centre

How to Calculate Occupancy in the Contact Centre

Erlang C Formula – Made Simple With an Easy Worked Example

Erlang C Formula – Made Simple With an Easy Worked…

Celebrating 100 Years of the Erlang Formula!

Celebrating 100 Years of the Erlang Formula!

How to Calculate Average Handling Time (AHT)

How to Calculate Average Handling Time (AHT)

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