Contact-centre topics

Click on the title of the paper you wish to view.

This document describes the framework, terminology, and detailed calculations used for agent shrinkage in the Mitan PhoneCalc Suite. Also described is the method of estimating agent attendance and FTE requirements without recourse to detailed shift planning. Copyright Mitan Ltd. 2012.

Improve your understanding of the relationships between workload, service-level, abandoned calls, and staff levels. Copyright Mitan Ltd 1998-2004.

How changes to call scheduling rules can help, how to manage the abandoned call rate, and why you may be using more agents than you need. Copyright Mitan Ltd. 1997-2004.

A basic introduction to the idea of simulation, a widely used planning technique in many fields including contact centres. Copyright Mitan Ltd. 1997-2004.