Call Center Articles, White Papers and Resources

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Forget the 80/20 Rule	Why the mythical “80/20” rule does not guarantee loyal customers. Also appeared in ContactCenterWorld.com.
The Importance of Abandoned Calls	Why callers abandon calls and what is the business significance of abandoned calls.
Service Level Calculations	A brief description of service levels and ACD calculations.
Considerations in Call Center Staffing	Advanced call center staffing: calculating staffing and service levels in multiple queues, variable loads and accounting for shrinkage.
Alternative to Erlang Modeling	A rule of thumb method to estimate headcount without the complex Erlang C calculations.
Benchmarking in Call Centers	Perspective on current benchmarking practices. Also appeared in ContactCenterWorld.com.
Traffic Modeling and Resource Allocation in Call Centers	An in-depth discussion of Erlang B and Erlang C traffic models and how to apply them to calculate staffing levels.
When Self-Help Doesn't Help...	Why self-help technology doesn't always reduce call volume, improve customer satisfaction and save you a bundle like the vendor promised? Also appeared in ContactCenterWorld.com.
The Origin of the 80/20 Rule	Do you know where the "80/20 rules" comes from?
Definitions and Formulae	From Wikipedia, the free encyclopedia

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