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Articles - Staffing

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How to Calculate FTE Requirements Based on Volume

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How to Calculate Staffing in a Contact Centre

Free Download of the Excel Monthly Forecasting Template

Monthly Forecasting Excel Spreadsheet Template

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How to Calculate the Number of Agents Required in a Contact Centre

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A Beginner’s Guide to the Erlang A Formula

Erlang Calculation – An Introduction

Staffing Calculations for Emails

Staffing Calculator for Email Queues

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What is Erlang and the Erlang Calculator?

FTE Calculations

FTE Calculations

A Guide to Call Centre Forecasting

24 / 7 concept

What is the Minimum Number of Staff Required for a 24/7 Call Centre?

Caption showing FTE - Full Time Equivalent

How to Calculate Required FTE for Inbound Call Volumes

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Motivational Games for Call Centres

Call Centre Erlang Staffing Calculator – v 5.0 – With Abandons and Day Planner

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How to Calculate Schedule Efficiency

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Out of Hours Service – Who’s Doing It Best?

A notebook and pen - training cheat sheet for handling difficult customers

Training Cheat Sheet – Handling Difficult Customers

How to Forecast With Limited Data

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The Power of One

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What Exactly is FTE?

Person looking at plan with clock, graph line and calculator

A Beginner’s Guide to Managing an Intraday Plan

Missing Doll in the Role of Team

Staffing – FTE Required

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50 Call Centre Training Tips

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Need to Reduce Absence in Your Contact Centre? Here’s How!