Call Center Staffing: The Complete, Practical Guide to Workforce Management
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Call Center Staffing - The Complete, Practical Guide to Call Center Management takes the reader through the step-by-step process of forecasting workload, calculating staff, creating schedules, tracking daily performance, and managing by the numbers in a call center. Topics include:
Overview of call center staffing issues Data gathering and analysis Forecasting workload Calculating staff requirements Creating staff schedules Skill-based routing and scheduling Managing intr-day staffing and service Calculating trunk/network requirements Staffing for multi-media contacts Automating workforce management Call Center staffing alternatives Workforce management roles and responsibilities
The book is designed to be a how-to guide to enable today's call center professional to master the art and science of call center staffing.
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Product Details
Author:
Penny Reynolds
Paperback:
197 pages
Publisher:
The Call Center School Press
Publication Date:
2003-08
ISBN:
0974417904
Package Length:
8.9 inches
Package Width:
6.0 inches
Package Height:
0.5 inches
Package Weight:
0.75 pounds
Average Customer Rating:
based on 1 reviews
Customer Reviews
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1 of 1 found the following review helpful:
Excellent resource for call centers! Jan 23, 2008 This book is the most comprehensive in call center workforce management and staffing of all the ones I've reviewed on this topic. It was written by call center professionals who have "lived through it" and understand the operations and technology in today's call center business. A must-read for workforce management, supervisors and managers in a call center.
based on 1 reviews
