Joshua Heffner

Posts by Joshua Heffner

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Utilizing slant schedules for improved efficiency
Scheduling

Utilizing slant schedules for improved efficiency

Joshua Heffner 2 min read
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Contact Center Forecasting Fundamentals #1: How to Forecast Workload
Contact Center Forecasting Fundamentals #1: How to Forecast Workload
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How to Set up a Service Level Agreement (SLA) for Your Contact Center
How to Set up a Service Level Agreement (SLA) for Your Contact Center
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How to Include Shrinkage in Your Planning Process
How to Include Shrinkage in Your Planning Process
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How to Apply Erlang C in Call Center Planning with Excel (+ free tools you should try)
How to Apply Erlang C in Call Center Planning with Excel (+ free tools you should try)
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