Forecasting is crucial for any contact center to efficiently allocate resources, manage agents, and meet customer expectations. The right calculator can simplify this complex process, ensuring you make decisions rooted in data. Here’s a compilation of top forecasting calculators that every contact center professional should be familiar with
Erlang C is a tried-and-true formula used to calculate the number of agents required to handle call volume within a set service level and response time. This formula considers factors like call arrival rates and average handle time.
Why It’s Valuable: It’s the backbone of call center forecasting, ensuring staffing levels match anticipated call volumes. Research shows appropriate staffing levels lead to higher customer satisfaction rates and lower operational costs.
