Call Center Forecasting and Scheduling : The Best of Call Center Management Review

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Binding: Paperback EAN: 9780965909365 ISBN: 0965909360 Label: Call Center Press Manufacturer: Call Center Press Number Of Items: 1 Number Of Pages: 104 Publication Date: 2001-10-01 Publisher: Call Center Press Release Date: 2001-10-01 Studio: Call Center Press
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Editorial Reviews: 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.
Spotlight customer reviews: Customer Rating: Summary: Great articles for Call Center Managers Comment: This is an excellent book with simple, direct ideas for call center managers. Some great articles from Call Center Management Review. Congratulatiosn to ICMI. Customer Rating: Summary: A Treasure Chest Comment: This is a short book which takes little time in bringing the substance to the surface. It is a compilation of articles from the journal, "Call Center Management Review". The authors do not take the time to "be nice." It is short, to the point, and of vital help to the first time call center manager. Picking up some of the "shorthand" references isn't difficult, but necessary. Customer Rating: Summary: Call Center Basics all rolled into one book! Comment: 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. More Reviews