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, more than 35 charts and graphs.
TAGS:
Forecasting, Real-Time Management, Scheduling, Service Level, Rostered staff factor (shrinkage), Scheduled staff vs actual, Intelligent Routing
