Call Center Forecasting and Scheduling
Subtitle: The Best of Call Center Management Review
Publisher: Call Center Press
Published: October 1, 2001
Place of publication: Annapolis, MD
Language: eng
Format: Paperback
Number of pages: 104
ISBN-13: 9780965909365
Subjects: Training; Business; Business & Economics; Call Centers; Customer Service; Management; Scheduling; Business & Economics / Customer Service; Business / Economics / Finance
First sentence: Service level is at the heart of effective incoming call center management.
Table of contents: title: Establishing service level objectives; title: Forecasting the workload; title: Understanding staff calculations and queuing dynamics; title: Determining schedule and FTE requirements; title: Improving real-time collaboration and management