Call Center Staffing and Scheduling 3-Part Series, Part 1: The Science of Staffing

Call center staffing is at the heart of achieving service level objectives. Adding just one additional agent to your group can positively effect customer wait times by leaps and bounds. However, overstaffing can lead to boredom and wasted resources.

This seminar will help you:

• Recognize the calculations and judgments behind determining staff requirements across all channels
• Understand the necessity of calculating staffing requirements by the half-hour, not by day or week
• Determine whether Erlang C, computer simulation or a combination of the two is right for your environment
• Staff for email and other response time activities
• Develop long-term staffing models to assist in planning and budgeting

Perfect to help supervisors and new managers understand the science of staffing, this seminar will lay a firm foundation for effective call center staffing.

Value added materials

• Printable Slide Presentation
• Erlang C Calculation Definitions
• Troubleshooting Forecasting, Staffing and Schedules
• “The Great Debate: Erlang C or Computer Simulation”
• “Calculating Staff to Meet E-Contact Response Time Objectives”
• “The Science and Judgment behind FTE Budgets”

Who should attend?

Managers, supervisors and analysts who are responsible for workforce management or who want to gain a better understanding of how staffing is calculated. The material in this seminar is at a basic level.

Pricing

Pricing is per computer connection, not per person. Many companies attend these sessions in conference rooms to allow as many participants as possible to attend at the same low price.

Use this page to register for Part 1 only of this series. Register for Part 2 and Part 3 individually.

Date:	Price:
Live Seminar Recording	$299.00

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