The Forecaster’s Luck by Ger Koole
I am lucky not to be a forecaster… because they really have a difficult job. They have to differentiate between the effects of many factors,…
Category: Ger Koole
The Maths of Adherence
————————————————————————————————————————– Ger has been a wonderful contributor in the field of mathematics applied to contact centres, you can check out is other articles posted here in…
The Challenges surrounding Flexibility by Prof. Dr. Ger Koole
Today, as I’m writing this blog, is the first really warm summer day in Holland. Every WFM professional knows that this means less calls which…
Smoothing Spline – stop messing around and go smart on your time-series method
For those who are long time readers of the blog, you will remember reading some fantastic articles in 2013 by Ger Kool such as Erlang…
Routing inefficiency
By Ger Koole Last week we had an advanced WFM training in Amsterdam in which we discussed the various ways in which WFM can be…
Staffing chat sessions
By Ger Koole In this blog I would like to discuss staffing in other situations than inbound. The Erlang formulas are commonly used for single-skill…
Which waiting time measure to choose: GoS or ASA?
By Ger Koole Recently somebody posted the following question on the Dutch linkedin group “plannersforum”: what is better: steering at Average Speed to Answer (ASA)…
What is the best achievable forecast accuracy?
By Ger Koole The WFM cycle starts with workload forecasting. A good forecast is the first step in good WFM: if the forecast is accurate,…
Erlang X
In 1917 a Danish mathematician named Agner Krarup Erlang first published his Erlang C formula giving mathematical insight into the fields of traffic engineering and…