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