Call Center Forecasting and Scheduling
The Best of Call Center Management Review
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Publication
2001-10-01 - Call Center Press, Annapolis, MD
Language
English
Word Count
26,000 words, Guess
Page Count
104 pages
Physical Format
Paperback
Identifiers
- ISBN-100965909360
- ISBN-139780965909365
- LibraryThing3702943
- Goodreads483341
- OCLC Control Number45884455
and 1 more
- Open LibraryOL9548169M
Description
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.
First Sentence
Service level is at the heart of effective incoming call center management.
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