Title: Call Center Staffing The Complete Practical Guide to Workforce Management
Publisher: The Call Center School Press
Publication Date: 2003
Language: English
ISBN 10: 3906052044
ISBN 13: 9783906052045
Binding: Paperback
Condition: Very Good

About this title

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 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.

"About this title" may belong to another edition of this title.

Store Description

Visit Seller's Storefront

Seller's business information

Mahler Books
TX, U.S.A.

Sale & Shipping Terms

Terms of Sale

If you plan to pay by check or money order, please do NOT make the check or money order payable to Mahler Books, or we will not be able to accept it. Please make checks or money orders payable to Erik R Magnuson. Books may be returned within 15 days for a full refund so long as they are in the same condition when sold. Please contact us prior to returning a product.

Shipping Terms

Orders usually ship within 2 business days. Shipping costs are based on standard-sized books weighing up to 4 LB, or 1.8 KG. If your book order is heavy and/or over-sized and the shipping address is OUTSIDE of The United States, we may contact you to let you know extra shipping is required.

At Mahler Books, we make no attempt to over-charge for shipping. Sometimes International buyers are surprised to discover the high cost of shipping heavy or over-sized books.
If you are located OUTSIDE of The United States, and you are ordering a heavy or over-sized book, the shipping costs are estimated to be about 42 US dollars. This is the cost of the Global Priority Flat Rate Box. I agree that this shipping cost seems excessive, but this is what the Postal Service charges me, and this is the cheapest rate I have been able to locate for large books weighing over 1.8 KG.

Shipping rates within U.S.A.

Shipping rates within U.S.A.
Order quantity	5 to 14 business days	3 to 6 business days
First item	US$ 4.95	US$ 8.95

Delivery times are set by sellers and vary by carrier and location. Orders passing through Customs may face delays and buyers are responsible for any associated duties or fees. Sellers may contact you regarding additional charges to cover any increased costs to ship your items.