Call Center Forecasting and Scheduling : The Best of Call Center Management Review

Gerry Barber Brad Cleveland Henry Dortmans

ISBN 10: 0965909360 / ISBN 13: 9780965909365

Published by Call Center Press, 2001

About this Item

104 pages. 8.80x5.80x0.40 inches. In Stock.

Seller Inventory # 0965909360

Bibliographic Details

• Title: Call Center Forecasting and Scheduling : The Best of Call Center Management Review
• Publisher: Call Center Press
• Publication Date: 2001
• Language: English
• ISBN 10: 0965909360
• ISBN 13: 9780965909365
• Binding: Paperback
• Condition: Brand New
• Weight: 0.14 kilograms

About this title

Synopsis

Call Center Forecasting & Scheduling There is simply no way to establish and operate an effective call center environment without a solid understanding of the principles behind forecasting, staffing, scheduling, service level, queuing dynamics and real-time management. Originally published in the pages of Call Center Management Review, these articles were selected for their educational value, practicality, and most importantly, coverage of timeless call center management principles. 104 pages, paperback, more than 35 charts and graphs.

About the Author

Brad Cleveland is President and CEO of ICMI, and Publisher of Call Center Management Review. He is author of ICMI’s Call Center Management Dictionary, co-author of Call Center Management on Fast Forward, and co-editor of ICMI’s handbook/study guide series of publications on call center management.

Susan Hash is Editor-In-Chief of Call Center Management Review. She is author of Guide to Customer Service Teams and How to Hire the Best Service Professionals. She has been a business journalist for more than 15 years, and has received notable journalism awards for reporting on the customer service industry.