Call Center Forecasting and 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. The articles in this collection focus squarely on these vital topics. Originally published in the pages of Call Center Management Review (formerly Service Level Newsletter), they were selected for their educational value, practicality, and most importantly, coverage of timeless call center management principles. - Foreword.