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Erlang-C: Improving Call Wait Times

If you don’t operate a call center you’ve probably never heard of the Erlang-C formula, or “Erlang,” a unit of measure having to do with¬†average number of concurrent calls. If you operate a call center, then Erlang-C calculations can be primary to managing your business. It’s all about balancing the number of agents against call… Continue reading Erlang-C: Improving Call Wait Times