Ted LangoApr 7, 20193 minCalculating Occupancy Correctly?Occupancy is a term commonly used in contact centers and is a critical variable in calculating the right staff required to deliver...
Ted LangoMar 23, 20191 minROC Mission StatementThe ROC's mission is not to simply re-allocate call traffic, but to drive efficiencies in all areas of resource management, through both...
Ted LangoMar 22, 20192 minForecasting FactorsForecasting is a part of many business situations; deciding whether to hire a new class for a call center, deciding how many resources...
Ted LangoMar 22, 20191 minPower of OneThe 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...
Ted LangoMar 22, 20192 minForecasting for Call CentersConceptually, forecasting means the same thing to most people: the idea of telling the future based on some existing knowledge. How we...