Call Center Staffing: The Complete Practical Guide to Workforce Management is a comprehensive guide to call center workforce management.

Running a successful call center means managing by the numbers and perhaps the most important number of all is the number of resources available to respond to customer contacts. With the overwhelming majority of costs in a call center made up of labor costs, it is crucial to get the "just right" number of staff in place.

This book guides the reader through the step-by-step process of forecasting workload, calculating call center staffing requirements, creating workforce schedules, and managing daily performance in the call center.

Topics include:

- Overview of call center staffing issues
- Data gathering and analysis
- Forecasting workload
- Calculating staff requirements
- Evaluating staffing tradeoffs
- Creating staff schedules
- Skill-based routing and scheduling
- Managing intra-day staffing and service
- Calculating trunk/network requirements
- Staffing for multi-media contacts
- Automating workforce management
- Call center staffing alternatives
- Workforce management roles and responsibilities

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