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Call Center Management on Fast Forward: Succeeding in the New Era of Customer Relationships

Call Center Management on Fast Forward is the most widely read book on call center/contact center management available today. Trusted for its accuracy, clarity and proven guidance, it has become required reading in organizations around the world.

Author: Brad Cleveland

$39.95

Shippable

Add to Cart  

Call Center Management on Fast Forward: Succeeding in the New Era of Customer Relationships (eBook)

Call Center Management on Fast Forward is the most widely read book on call center/contact center management available today. Trusted for its accuracy, clarity and proven guidance, it has become required reading in organizations around the world.

Author: Brad Cleveland

$24.95

Downloadable

Add to Cart  

QueueView Download: A Staffing Calculator for Windows

This easy-to-use software package includes QueueView and other software files. It utilizes Erlang C and Erlang B calculations to predict agents and trunks required.

$49.95

Downloadable

Add to Cart  

QueueView: A Staffing Calculator for Windows

This easy-to-use software package includes QueueView and other software files. It utilizes Erlang C and Erlang B calculations to predict agents and trunks required.

$49.95

Shippable

Add to Cart  


QuickPoll

If your organization has multiple centers to support 18-24 hour live service across all time zones, how do you schedule agents?

All agent schedule options are represented in all centers regardless of the centers’ time zone.
All agent schedule options are aligned with the centers daylight hours (i.e. an East coast center might schedule agents between 6am – 8pm EST).
A combination: all centers offer all schedule options for 18 of 24 hours and one location covers the 3rd shift.
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