By: Steve Martin of Call Center Recording Center I read an article in the July/August issue of this periodical regarding Call Center Workforce Optimization (“Workforce Optimization for Small Call Centers”). This article outlined options for small call centers, mainly 50+ agents and above with the least expensive option requiring an investment of $17,000. Very reasonable,…

Free?!  Yes, really. We’ve decided to offer some free consulting using our Call Center Designer and SimACD tools. We can do staffing scenarios free for you to analyze how many people you need at each time period of a given work week to meet your service levels, or to see what happens to your service…

by Stuart Harris Telephone traffic along with other forms of traffic, such as automobile traffic, share similar characteristics. Traffic may be very busy and have to slow down and wait, or it may be very light with little slowing or blockage. Facilities such as roads, telephone lines, toll booths, service agents, and bank tellers may…