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Synopsis
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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Call Center Staffing: The Complete, Practical Guide to Workforce Management
Published by
The Call Center School Press, 2003
ISBN 10: 0974417904
ISBN 13: 9780974417905
Used
Paperback
Seller: ThriftBooks-Dallas, Dallas, TX, U.S.A.
Seller rating 5 out of 5 stars
Paperback. Condition: Good. No Jacket. Pages can have notes/highlighting. Spine may show signs of wear. ~ ThriftBooks: Read More, Spend Less 0.79. Seller Inventory # G0974417904I3N00
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Stock Image
Call Center Staffing: The Complete, Practical Guide to Workforce Management
Published by
The Call Center School Press, 2003
ISBN 10: 0974417904
ISBN 13: 9780974417905
Used
Paperback
Seller: ThriftBooks-Atlanta, AUSTELL, GA, U.S.A.
Seller rating 5 out of 5 stars
Paperback. Condition: Very Good. No Jacket. May have limited writing in cover pages. Pages are unmarked. ~ ThriftBooks: Read More, Spend Less 0.79. Seller Inventory # G0974417904I4N00
Quantity: 1 available
Stock Image
Call Center Staffing: The Complete, Practical Guide to Workforce Management
Published by
The Call Center School Press, 2003
ISBN 10: 0974417904
ISBN 13: 9780974417905
Used
Paperback
Seller: ThriftBooks-Dallas, Dallas, TX, U.S.A.
Seller rating 5 out of 5 stars
Paperback. Condition: Very Good. No Jacket. May have limited writing in cover pages. Pages are unmarked. ~ ThriftBooks: Read More, Spend Less 0.79. Seller Inventory # G0974417904I4N00
Quantity: 1 available
Stock Image
Call Center Staffing: The Complete, Practical Guide to Workforce Management
Published by
The Call Center School Press, 2003
ISBN 10: 0974417904
ISBN 13: 9780974417905
Used
Paperback
Seller: ThriftBooks-Reno, Reno, NV, U.S.A.
Seller rating 5 out of 5 stars
Paperback. Condition: Very Good. No Jacket. May have limited writing in cover pages. Pages are unmarked. ~ ThriftBooks: Read More, Spend Less 0.79. Seller Inventory # G0974417904I4N00
Quantity: 1 available
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Call Center Staffing: The Complete, Practical Guide to Workforce Management
Published by
The Call Center School Press, 2003
ISBN 10: 0974417904
ISBN 13: 9780974417905
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Paperback
Seller: Toscana Books, AUSTIN, TX, U.S.A.
Seller rating 5 out of 5 stars
Paperback. Condition: new. Excellent Condition.Excels in customer satisfaction, prompt replies, and quality checks. Seller Inventory # Scanned0974417904
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