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Call Center Staffing The Complete Practical Guide to Workforce Management
$39.95
Running a successful call center operation means managing by the numbers, and perhaps the most important number of all is the number of resources in place to respond to customer contacts. Since over two-thirds of call center operating costs are related to personnel, getting the "just right" number of staff in place is critical in terms of both service and cost.

Call Center Staffing - The Complete Practical Guide to Workforce 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

· Evaluating staffing tradeoffs

· Creating staff schedules

· Skill-based routing and scheduling

· Managing intra-day staffing and service

· Calculating trunk/network requirements

· Staffing for multi-media contacts

· Automating workforce management

· Call center staffing alternatives