Michael Lambarena

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Michael Lambarena

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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 #1: How to Forecast Workload

Contact Center Forecasting Fundamentals #1: How to Forecast Workload

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

How to Apply Erlang C in Call Center Planning with Excel

How to Apply Erlang C in Call Center Planning with Excel

How to Include Shrinkage in Your Planning Process

How to Include Shrinkage in Your Planning Process