Staff Planning
Challenges and Techniques
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The Hidden Cost of Multitasking in the Support Center.
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| Efficiency Secret Revealed |
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| Headcount Forecasting |
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How Many Analysts Do I Need?
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| Staffing Challenges |
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Determining the right level of staffing in a complex support environment.
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| Skill-Based Routing |
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How skill-based routing (SBR) can be applied to different situations. (The three 'levels' of SBR are discussed).
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| Virtual or Physical? |
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Pros and cons of setting up a physically separate area for receipt of inbound calls.
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| Staffing Challenges |
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Challenges with using 'Erlang C' or other staffing formulas.
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