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
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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.
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| Edition | Availability |
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1
Call Center Forecasting and Scheduling: The Best of Call Center Management Review
October 1, 2001, Call Center Press
Paperback
in English
0965909360 9780965909365
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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
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- Created April 30, 2008
- 8 revisions
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| December 8, 2022 | Edited by ImportBot | import existing book |
| May 13, 2015 | Edited by Bryan Tyson | Edited without comment. |
| April 29, 2011 | Edited by OCLC Bot | Added OCLC numbers. |
| August 12, 2010 | Edited by IdentifierBot | added LibraryThing ID |
| April 30, 2008 | Created by an anonymous user | Imported from amazon.com record |