In the dynamic landscape of the 21st century, where planning and resource allocation challenges continually evolve, it’s fascinating to discover that the key to navigating these complexities lies over a hundred years in the past. Agner Krarup Erlang, a Danish mathematician, whose innovative thinking marked the turn of the 20th century, emerges as an unlikely ally for modern-day strategists and planners. His formula, a testament to the timeless nature of mathematical solutions, offers a method to optimise our approach to workforce management and budgeting processes and helps businesses balance customer service goals with staffing efficiency, aiming to minimise waiting times for customers while ensuring that agents are not underutilised.

This article was first published in the 2024 Best Practice Guide - Shaping the Future

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