Planning and Management
Empowering contact center excellence for 30 years!

Planning and Management Process

Call center management is as easy as 1, 2, 3, (4, 5, 6…). The Call Center Planning and Management Process includes the nine fundamental steps that your center should be following in order to be properly staffed, scheduled, forecasted and prepared for just about anything.

These nine steps encapsulate the basics for making sure that your center's service level objectives are suited to your organization's needs - and that your right resources are in place to make this happen.



Topics: Strategy & Planning, Workforce Management, Metrics

Related

More from The Editors

Comments

Leave a comment

Please sign in to leave a comment. If you don't have an account you can register for free here.

Forgot username or password?

   

QuickPoll

Does your contact center have a policy regarding allowing agents who wish to apply for internal company positions outside the contact center?

No, we don’t have a formal policy
Yes, agents must work in the contact center for at least 1 year before applying for other positions
Yes, agents must work in the contact center for at least 6 months before applying for other positions
More Polls