Call Center Fundamentals: Workforce Management: Third Edition
Product Description
Call Center Fundamentals: Workforce Management: Third Edition
The second edition of this popular ebook contains updated information, better format, and answer keys to the activities. It also presents new chapters focusing on non- voice accounts and problem solving techniques to various problems in managing workforce. _How to determine your agents per day and per hour? _Is getting 100% service level a good idea? _How can you improve your sales or collections with workforce management?
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