How are you currently calculating base staff in your contact center? | ICMI.com

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Manually, using the Erlang C formula

Manually, using another method

Software based on the Erlang C formula

Software that follows another method

Other (tell us in the comments)

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Do you consider Mobile to be a necessary customer service channel?

	Yes - for both us and for our customers
	Yes - but more so for our customers than for our company
	Yes - but more for our company than for our customers
	No - our customers demand it though
	No - we have to in order to appear competitive
	No - but, it has future opportunity

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Categories

Bilingual/Multilingual Support

Business Continuity

Call Center Technology Applications/Offerings

Communicating with Senior Management

Cost Performance

Customer Satisfaction Measurement/Management

Demonstrating the Call Center's Value to the Organization

Employee Management Issues

Employee Motivation and Retention

Metrics/Performance Measurement

Multi-site management

New Technology Evaluation

Operations Management Certification

People Development

Quality Monitoring

Sales in the Call Center

Strategic Value Certification

Technology Implementation/Maintenance

Workforce Management/Staffing