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

by Brad Cleveland

Cover for Call Center Forecasting and Scheduling : The Best of Call Center Management Review
Paperback on Amazon

Summary

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.

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