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Call Center Forecasting and Scheduling : The Best of Call Center Management Review
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by Gerry Barber, Brad Cleveland, and Henry Dortmans
Sales Rank: 207863
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List Price: $16.95
$16.95
At Amazon
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Paperback: 104 pages
Publisher: Call Center Press October 1, 2001
Language: English
ISBN-10: 0965909360
ISBN-13: 978-0965909365
Product Dimensions:
8.8 x 5.8 x 0.4 inches
Shipping Weight: 4.8 ounces
Book Description
Call Center Forecasting & Scheduling 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. Originally published in the pages of Call Center Management Review, these articles were selected for their educational value, practicality, and most importantly, coverage of timeless call center management principles. 104 pages, paperback, more than 35 charts and graphs.
About The Author
Brad Cleveland is President and CEO of ICMI, and Publisher of Call Center Management Review. He is author of ICMI’s Call Center Management Dictionary, co-author of Call Center Management on Fast Forward, and co-editor of ICMI’s handbook/study guide series of publications on call center management.
Susan Hash is Editor-In-Chief of Call Center Management Review. She is author of Guide to Customer Service Teams and How to Hire the Best Service Professionals. She has been a business journalist for more than 15 years, and has received notable journalism awards for reporting on the customer service industry.
Customer Reviews & Comments
I found this book enlightening. It's a small book with lots of information. It reviews forcasting call volumes using quantative and judgemental approaches. It discusses call center basics such as the nature of an incoming call and the Pooling Principle. It touches on staffing and getting the people where they need to be at the right time. For a call center veteran like me, it help to reinforce and improve my knowledge. For anyone new to a call center, it's a great book to learn the dynamics of call center operation.
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Call Center Forecasting and Scheduling : The Best of Call Center Management Review
List Price: $16.95
Available from Amazon
Price: $16.95
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