Call Center Fundamentals: Workforce Management

Call Center Fundamentals: Workforce Management

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.<br /><br />_How to determine your agents per day and per hour?<br />_Is getting 100% service level a good idea?<br />_How can you improve your sales or collections with workforce management?