Call Center Staffing: The Complete, Practical Guide to Workforce Management

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9780974417905: 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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About the Author:

Penny Reynolds is a Founding Partner of The Call Center School and is a widely recognized authority in the area of call center workforce planning and management. As an active consultant and senior faculty member with The Call Center School, she instructs hundreds of call center professionals each year in the art of workforce management, and works with dozens of companies to make the most of their valuable personnel resources. Penny writes frequently for industry publications and is a popular speeaker on a wide variety of call center operations and management topics.

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Other Popular Editions of the Same Title

9783906052045: Call Center Staffing: The Complete Practical Guide to Workforce Management

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ISBN 10:  3906052044 ISBN 13:  9783906052045
Publisher: The Call Center School Press, 2003
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