Occupancy is a term commonly used in contact centers and is a critical variable in calculating the right staff required to deliver...

The ROC's mission is not to simply re-allocate call traffic, but to drive efficiencies in all areas of resource management, through both...

Forecasting is a part of many business situations; deciding whether to hire a new class for a call center, deciding how many resources...

The concept of "Power of One" was first introduced to me by as the title of a booklet by author Penny Reynolds. While the booklet is...

Conceptually, forecasting means the same thing to most people: the idea of telling the future based on some existing knowledge. How we...