Reducing Costs in the Contact Center, Part 2 of 2

For an ideal starting point, I recommend a simple review of Erlang C — a process for calculating and modeling telecommunications queuing systems and the importance of everybody in their seats at the right time. It’s also wise to review the service levels that have been committed or assigned to the contact center. If staffing is an issue or the labor expense is out of line, you may want to rethink your service level.