This book is designed to communicate the importance of contact center staffing to the entire enterprise. Every department within the company has a role to play in getting the right number of people in place to handle the customer contacts in a timely and quality manner. And each department will be affected when the center is understaffed. It takes a united effort to achieve the organization’s goals.
Paperback: 67 pages
Dimensions: 5.5″ x 8.5″
Price: $19.95 plus shipping and handling
This book is designed to help contact center supervisors understand the workforce management process and their role in supporting the overall staffing plan, including how to effectively communicate and coach frontline staff on schedule adherence and the importance of individual contributions to service delivery.
Topics include:
Paperback: 51 pages Dimensions: 5.5″ x 8.5″
Price: $19.95 plus shipping and handling
This book is designed to assist in the recruiting, hiring, training, measuring, and management of a workforce management team that contributes to overall enterprise success and the effective management of the contact center.
Topics include:
Paperback: 39 pages Dimensions: 5.5″ x 8.5″
Price: $19.95 plus shipping and handling
This book is designed to assist in the recruiting, hiring, training, measuring, and management of a workforce management team that contributes to overall enterprise success and the effective management of the contact center.
Topics include:
Paperback: 39 pages Dimensions: 5.5″ x 8.5″
Price: $19.95 plus shipping and handling
Don’t miss the second edition of this great book, which is a compilation of the knowledge of SWPP, the world’s largest membership association for workforce management professionals in the call center. In each SWPP newsletter, there is a column titled Ask the Workforce Wizard. All of the questions in the column come from workforce management professionals, each of them struggling to do the same thing: get the exact right number of “bodies in chairs” for each period of the day. All of the answers come from other workforce management professionals and a few consultants and experts in the field who are kind enough to share their experiences with their colleagues.
The second edition of this book includes even more great workforce management information! You will find many different topics covered in this book that you likely face in your day-to-day struggles with call center staffing, including information on the following:
• Forecasting
• Scheduling
• Managing by the Numbers
• Workforce Management Team Organization
• Workforce Management Automation
This book is one of the many tools provided by SWPP to support workforce planning professionals around the world.
Paperback: 83 pages Dimensions: 6″ x 9″ x .25″
Price: $19.95 plus shipping and handling
This book is designed to help call center supervisors and quality specialists interact with frontline staff in the most effective way in order to improve workforce performance.
Topics include:
• Introduction to Call Center Coaching
• Steps of Performance Management
• Defining Desired Performance
• Basics of Quality Monitoring
• Diagnosing Performance Problems
• Recognizing Good Performance
• Fundamentals of Coaching
• Common Coaching Mistakes
Paperback: 48 pages
Dimensions: 5.5″ x 8.5″
Price: $19.95 plus shipping and handling
