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

Reynolds, Penny

Softcover

ISBN 10: 0974417904 ISBN 13: 9780974417905

Publisher: The Call Center School Press, 2003

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.

About this title

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.

Edition details

• Publisher: The Call Center School Press
• Publication date: 2003
• Language: English
• ISBN 10: 0974417904
• ISBN 13: 9780974417905
• Binding: Paperback
• Number of pages: 197