Call Center Staffing: The Complete, Practical Guide to Workforce Management This book is the most comprehensive in call center workforce management and staffing of all the ones I’ve reviewed on this topic. It was written by call center professionals who have “lived through it” and understand the operations and technology in today’s call center business. A must-read for workforce management, supervisors and managers in a call center. : 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. Call Center Staffing: The Complete, Practical Guide to Workforce Management
- Call Center Forecasting and Scheduling : The Best of Call Center Management Review
- Call Center Management on Fast Forward: Succeeding in Today’s Dynamic Customer Contact Environment (Updated and Expanded Edition)
- The Executive Guide to Call Center Metrics
- Call Centers For Dummies (For Dummies (Computer/Tech))
- The Real-Time Contact Center: Strategies, Tactics, and Technologies for Building a Profitable Service and Sales Operation
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