Call Center Training - Workforce Management Books
Workforce Management Books
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The Power of One - Frontline Fundamentals Book:
The Power of One is an easy-to-read book that shows each call center employee the significant impact each can make on customer perceptions and call center operations.
Call Center Staffing Book:
Call Center Staffing: The Complete Practical Guide to Workforce Management by Penny Reynolds is a 200-page book that takes the reader through the step-by-step process of forecasting workload, calculating staff, creating schedules, tracking daily performance, and managing by the numbers in a call center.
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