Solid Rock Consulting

Authored by: Juanita Coley

Guest Interview: Umar Tariq

Hey there, WFM folks! Welcome back to Tipsy Thursdays, where we talk everything about WFM, EX and CX! 
In this episode we’re uncorking the mystery around Erlang, a powerful tool often shrouded in misconception and myth within the realm of business operations.

What is Erlang? 

Erlang isn’t some esoteric force or mystical power; it’s a robust mathematical framework that wields tremendous predictive capabilities. In essence, it’s the
mathematical concept that fuels efficiency and precision in planning. As technology evolves, so does Erlang, adapting to new challenges and advancements seamlessly.

One of Erlang’s key roles is in resource allocation, ensuring that the right people are in the right place at the right time, all while keeping costs in check.
It’s the cornerstone of effective planning in various industries, particularly in Business Process Outsourcing (BPO), where efficiency is paramount.

Common Myths around Erlang 

Let’s debunk some prevalent myths surrounding Erlang. Firstly, many believe that one Erlang can do it all. However, each Erlang operates uniquely, tailored to
specific objectives and scenarios. Secondly, Erlang isn’t some supernatural force; it’s grounded in mathematics, making its predictions reliable and precise.
Lastly, while Erlang might not be a hot topic of conversation, its significance in operational planning cannot be understated.

Tips and Strategies 

Now, let’s delve into practical tips and strategies for leveraging Erlang effectively: 

  1. Diversify Your Approach. Don’t rely solely on one type of Erlang calculation. Depending on your objectives, mix and match models like Erlang B and Erlang C
    for different aspects of your operations. For instance, use Erlang B for IVR perspectives to gauge customer volume and Erlang C for scheduling and forecasting.

  2. Set Realistic Expectations. Understand that Erlang isn’t infallible. It’s essential to acknowledge its limitations and aim for achievable goals. Instead of striving
    for 100% accuracy, aim for around 80% and focus on incremental improvements rather than chasing perfection.

  3. Focus on Incremental Success. Erlang involves multiple calculations, each serving a specific purpose. Identify which calculations align with your objectives
    and track inputs against outputs to gauge incremental success. Avoid overstaffing or overestimating just to hit arbitrary percentage points, as this can lead to
    diminishing returns.

In conclusion, Erlang is a potent tool for businesses seeking to optimize their operations and streamline resource management. By understanding its principles,
dispelling myths, and implementing practical strategies, you can harness the full potential of Erlang to drive efficiency and success in your organization.

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