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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.
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.