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Class Schedule
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May 17, 10:00AM CT (web seminar)
The World of Call Centers
An Operational Overview -
May 17, 1:00 PM CT (web seminar)
DCW Model
Diagnosing and Treating Performance Problems -
May 18, 10:00AM CT (web seminar)
Forecasting Fundamentals
Practices for Predicting Call Workload -
May 25, 10:00 AM CDT (web seminar)
Calculating Call Center Staff
The Math of Staffing Tradeoffs
Books
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The Power of One:
An easy-to-read book that shows each call center employee the significant impact each can make on customer perceptions and retention
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Call Center Supervision
The Complete, Practical Guide to Managing Frontline Staff