Not exactly.  It does have its shortcomings.  The Erlang C formula is named for its creator, A.K. Erlang, a Danish mathematician who first published it in 1917.  It’s been used by call centers for staffing prediction ever since there were call centers. As most call center managers know, the inputs to the formula are: 1)…

Big Announcement!   Portage Communications and Call Recording Center have decided to team up and offer a call center optimization package for small call centers.  Portage’s AgentTime scheduler coupled with Call Recording Center’s monitoring, recording and reporting software provides a very affordable solution for smaller call centers that simply can’t afford the offerings currently available…

Here we formally start a blog from Portage Communications LLC.  Our goal is to provide useful call center industry information on workforce management, agent scheduling, technology and locations.  We will try to make the posts helpful to people in the industry and not talk so much about Portage and our products.  Forgive us though if…