Answering Service Blog | American Inbound

What is Erlang you ask? A.K. Erlang was a Danish mathematician born in 1878. He laid the foundation of traffic engineering and queuing theory. For call centers, he devised the formula to determine the number of operators required to handle different call volumes.

Most if not all call centers aid their staffing concerns using an Erlang calculator. cc-Modeler was kind enough to offer a free download of one of these. Enjoy!

This entry was posted on Wednesday, May 7th, 2008 at 8:15 pm and is filed under Call Center News. You can follow any responses to this entry through the RSS 2.0 feed. You can leave a response, or trackback from your own site.