Call Center Staffing: The Complete, Practical Guide to Workforce Management
Language: English
Published by The Call Center School Press, 2003
- Softcover
- New

Condition: New
US$ 63.83
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- Title
- Call Center Staffing: The Complete, Practical Guide to Workforce Management
- Author
- Reynolds, Penny
- Publisher
- The Call Center School Press
- Publication year
- 2003
- Condition
- new
- Binding
- Paperback
- Language
- English
- ISBN 10
- 0974417904
- ISBN 13
- 9780974417905
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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