Call Center Forecasting and Scheduling : The Best of Call Center Management Review [Paperback]

Brad Cleveland; Susan Hash; Editors (Author)

Book Description

Publication Date: October 1, 2001

Call Center Forecasting & 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. Originally published in the pages of Call Center Management Review, these articles were selected for their educational value, practicality, and most importantly, coverage of timeless call center management principles. 104 pages, paperback, more than 35 charts and graphs.

Editorial Reviews

About the Author

Brad Cleveland is President and CEO of ICMI, and Publisher of Call Center Management Review. He is author of ICMI’s Call Center Management Dictionary, co-author of Call Center Management on Fast Forward, and co-editor of ICMI’s handbook/study guide series of publications on call center management.

Susan Hash is Editor-In-Chief of Call Center Management Review. She is author of Guide to Customer Service Teams and How to Hire the Best Service Professionals. She has been a business journalist for more than 15 years, and has received notable journalism awards for reporting on the customer service industry.

Product Details

• Paperback: 104 pages
• Publisher: Call Center Press (October 1, 2001)
• Language: English
• ISBN-10: 0965909360
• ISBN-13: 978-0965909365
• Product Dimensions: 8.8 x 5.8 x 0.4 inches
• Shipping Weight: 4.8 ounces
• Average Customer Review: 4.7 out of 5 stars  See all reviews (3 customer reviews)
• Amazon Best Sellers Rank: #387,176 in Books (See Top 100 in Books)

Customer Reviews

Most Helpful Customer Reviews

15 of 16 people found the following review helpful:

4.0 out of 5 stars Call Center Basics all rolled into one book!, April 12, 2001

By 

G. McKenzie (Allentown, PA) - See all my reviews
(REAL NAME)   

This review is from: Call Center Forecasting and Scheduling : The Best of Call Center Management Review (Paperback)

I found this book enlightening. It's a small book with lots of information. It reviews forcasting call volumes using quantative and judgemental approaches. It discusses call center basics such as the nature of an incoming call and the Pooling Principle. It touches on staffing and getting the people where they need to be at the right time. For a call center veteran like me, it help to reinforce and improve my knowledge. For anyone new to a call center, it's a great book to learn the dynamics of call center operation.

5 of 5 people found the following review helpful:

5.0 out of 5 stars A Treasure Chest, February 18, 2004

By 

Alexander W. Hunter (Sugar Land, Texas United States) - See all my reviews

This review is from: Call Center Forecasting and Scheduling : The Best of Call Center Management Review (Paperback)

This is a short book which takes little time in bringing the substance to the surface. It is a compilation of articles from the journal, "Call Center Management Review". The authors do not take the time to "be nice." It is short, to the point, and of vital help to the first time call center manager. Picking up some of the "shorthand" references isn't difficult, but necessary.

1 of 2 people found the following review helpful:

5.0 out of 5 stars Great articles for Call Center Managers, June 23, 2008

By 

Manuel Alcada (Lisbon, Portugal) - See all my reviews
(REAL NAME)   

This review is from: Call Center Forecasting and Scheduling : The Best of Call Center Management Review (Paperback)

This is an excellent book with simple, direct ideas for call center managers.
Some great articles from Call Center Management Review. Congratulatiosn to ICMI.