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.
"synopsis" may belong to another edition of this title.
Other Popular Editions of the Same Title
Search results for Call Center Staffing: The Complete, Practical Guide...
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. Seller Inventory # G0974417904I4N00
Seller 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
Softcover
Seller: Greenworld Books, Arlington, TX, U.S.A.
Seller rating 5 out of 5 stars
Condition: very_good. Fast Free Shipping â" Very Good condition book with a firm cover and clean pages. Shows normal use and some light wear or limited notes markings. A solid, nice copy to enjoy. Seller Inventory # GWV.0974417904.VG
Seller 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
Softcover
Seller: Goodwill of Greater Milwaukee and Chicago, Racine, WI, U.S.A.
Seller rating 5 out of 5 stars
Condition: acceptable. Book is considered to be in acceptable condition. The actual cover image may not match the stock photo. Book may have one or more of the following defects: noticeable wear on the cover dust jacket or spine; curved, dog eared or creased page s ; writing or highlighting inside or on the edges; sticker s or other adhesive on cover; CD DVD may not be included; and book may be a former library copy. Seller Inventory # SEWV.0974417904.A
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
New
Paperback
Seller: GoldBooks, Denver, CO, U.S.A.
Seller rating 5 out of 5 stars
Paperback. Condition: new. New Copy. Customer Service Guaranteed. Seller Inventory # 26Z80_31_0974417904