Catalogue

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


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.

The framework and terminology used for agent shrinkage calculations in the Mitan PhoneCalc Suite. Copyright Mitan Ltd. 2003-2006.

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

How to maximise your chance of winning the big prize on a game show, illustrating how difficult it can be to reason accurately about chance and probability. A free program is available to download that allows you to experiment with the problem. Copyright Mitan Ltd. 1998-2004.

A well-known puzzle showing how difficult it can be to reason logically. A free program is available to download that allows you to experiment with the problem. Copyright Mitan Ltd. 2000-2004.

A presentation showing the importance of adherence.