Michael Lambarena

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WFM system Integrations and why they matter

WFM Strategy

WFM system Integrations and why they matter

Michael Lambarena Mar 29, 2022 3 min read

How to Apply Erlang C in Call Center Planning with Excel

Spreadsheet Planning

How to Apply Erlang C in Call Center Planning with Excel

Michael Lambarena Aug 19, 2020 4 min read

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Contact Center Forecasting Fundamentals Part 1: How to Forecast Workload

Call Center Forecasting Methods Part 1: How to Forecast Workload

Occupancy, utilization, productivity: what’s the difference?

Occupancy, utilization, productivity: what’s the difference?

Occupancy in Contact Centers: Definition, Impact, & Management

Occupancy in Contact Centers: Definition, Impact, & Management

How to Apply Erlang C in Call Center Planning with Excel

How to Apply Erlang C in Call Center Planning with Excel