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Intra-day/traffic Management


  • Excel for WFM
    From basic function to macro and solver
  • Forecast Overview
    Non-technical overview with general forecasting concepts and goals
  • Theory of Variability
    A data-oriented introduction into the theory of variability and distributions
  • Call Arrival Processes
    An introduction into the theory of call arrivals and their fluctuations
  • Customer Behavior
    Handling times, abandonments, redials...
  • Single-skill Systems
    Performance and staffing, Erlang C/X and simulation
  • Multi-skill Systems
    Performance, routing, staffing, scheduling
  • Multi-channel Systems
    Performance and staffing of non-voice channels, blending, scheduling