Thursday, September 5, 2024
10:00-11:00 AM CT
Beyond Pre-Planned: Harnessing Real-Time Variability with Erlang-O
In today’s fast-paced and multifaceted contact center environment, traditional staffing models like Erlang-C and Erlang-A are no longer sufficient. With the integration of various communication channels such as voice, email, chat, and social media, contact centers need innovative approaches to maintain high service levels and operational efficiency.
Join our expert panelists Ted Lango, Dave McCutcheon, and Jim Simmons as they delve into the revolutionary Erlang-O model, designed to address the complexities of modern contact centers. This webinar will explore how Erlang-O incorporates real-time data, variation, volatility, and automation to dynamically adjust staffing levels and ensure optimal performance.
Key Topics:
- Outdated Models and Their Limitations: Understanding why traditional methods like Erlang-C and Erlang-A fall short in a multi-channel environment.
- Introduction to Erlang-O: Learn about the new Erlang-O model that incorporates Minimal Interval Variance (MV) and Unpredictable Volatility (VX) for better staffing accuracy.
- Real-Time Automation and Adjustments: Discover how real-time data and automation can dynamically manage staffing levels and improve service efficiency.
- Practical Applications and Case Studies: Gain insights from real-world examples and see how Erlang-O can be implemented to enhance your contact center operations.
Why Attend?
- Get ahead of the curve with innovative strategies for workforce planning.
- Learn from industry leaders and experts in contact center operations.
- Gain practical knowledge and tools to improve your contact center’s efficiency and service levels.
Don’t miss this opportunity to transform your contact center’s forecasting and staffing approach. Register now to secure your spot and join the conversation on revolutionizing workforce planning with Erlang-O.
Panelists: Ted Lango, Senior Vice President, Intradiem; Jim Simmons, Co-Founder Queueless ; David Mccutcheon, Associate Vice President – Workforce Management at Humana Inc.
Click here to register: https://swpp.webex.com/weblink/register/r88300a64081b3ec36429c7392ef81568