Understanding Erlang C for call centres
Welcome to another episode of the CX Hustle Podcast. In this episode, we talk again to industry guru Daniel Ord to learn more about Erlang C and how the mathematical formula is the basis for understanding how to calculate Service Levels and Workload in a contact centre. Whilst we mentioned the words maths and formula’s though, I promise it’s not boring or technical!
Understanding how Erlang C works and how to model different scenarios in your call centre is a fundamental skill all call centre managers should have in the toolkit. This episode will ensure you:
- Have a basic understanding of what Erlang C is.
- Know what Erlang C can and can’t be used for.
- Know what metrics you need to use an Erlang C Calculator.
Listen to the Podcast
Listen directly below or download through iTunes etc and listen on the way to/from work!