Chat Forecasting: Concurrent AHT
This is Re-Poste from Marlon Martinez – original post can be found here “How to plan for Web Chat in a call center 101″ Let’s start you off…
Category: Livechat
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…
