EasyErlang© is a feature-rich staffing calculator and planning tool for call centers, help desks and virtually any telephone and email contact center. EasyErlang provides deep insight into the call center’s operation, customer experience, and the performance of customer service representatives (CSRs).


Call Center Resources, Article and Advice


Why the mythical “80/20” rule does not guarantee loyal customers.
Why callers abandon calls and should a call center care about them?
A brief description of service level calculations and ACDs.
Advanced call center staffing: calculating staffing and service levels in multiple queues, planning for variable loads and accounting for shrinkage.
A rule of thumb method to estimate headcount without the complex Erlang C calculations.
Perspective on current benchmarking practices.
An in-depth introduction to Erlang B and Erlang C models and how to use them to calculate staffing needs in your call center.
Why self-help technology doesn't always reduce call volume, improve customer satisfaction and save you a bundle like the vendor promised? 
"80/20" is a common phrase in call center planning discussions. A short article about the origin of the "80/20 rule".
Additional discussion and definitions on Wikipedia.