An edition of Call Center Forecasting and Scheduling
(2001)
Call Center Forecasting and Scheduling
The Best of Call Center Management Review
by Gerry Barber, Brad Cleveland, and Henry Dortmans
- 1 Want to read
Share
×Close
There is simply no way to establish and operate an effective call center environment without a solid understanding of the principles behind forecasting, staffing, scheduling, service level, queuing dynamics, and real-time management. The articles in this collection focus squarely on these vital topics. Originally published in the pages of Call Center Management Review (formerly Service Level Newsletter), they were selected for their educational value, practicality, and most importantly, coverage of timeless call center management principles. - Foreword.
Check nearby libraries
Buy this book
| Edition | Availability |
|---|---|
1
Call Center Forecasting and Scheduling: The Best of Call Center Management Review
October 1, 2001, Call Center Press
Paperback
in English
0965909360 9780965909365
|
aaaa
|
Book Details
First Sentence
"Service level is at the heart of effective incoming call center management."
Table of Contents
Establishing service level objectives
Forecasting the workload
Understanding staff calculations and queuing dynamics
Determining schedule and FTE requirements
Improving real-time collaboration and management
Edition Notes
The Physical Object
Edition Identifiers
Work Identifiers
Source records
Promise ItemCommunity Reviews (0)
| December 8, 2022 | Edited by ImportBot | import existing book |
| May 13, 2015 | Created by Bryan Tyson | Edited without comment. |