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

Penny Reynolds

Softcover

ISBN 10: 3906052044 ISBN 13: 9783906052045

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: 3906052044
• ISBN 13: 9783906052045
• Binding: Paperback
• Number of pages: 197