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Call Center Staffing: The Complete, Practical Guide to Workforce Management Paperback – August, 2003


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Product Details

  • Paperback: 197 pages
  • Publisher: The Call Center School Press (August 2003)
  • ISBN-10: 0974417904
  • ISBN-13: 978-0974417905
  • Product Dimensions: 8.9 x 6 x 0.5 inches
  • Shipping Weight: 12 ounces
  • Average Customer Review: 4.8 out of 5 stars  See all reviews (11 customer reviews)
  • Amazon Best Sellers Rank: #523,770 in Books (See Top 100 in Books)

Editorial Reviews

About the Author

Penny Reynolds is a Founding Partner of The Call Center School and is a widely recognized authority in the area of call center workforce planning and management. As an active consultant and senior faculty member with The Call Center School, she instructs hundreds of call center professionals each year in the art of workforce management, and works with dozens of companies to make the most of their valuable personnel resources. Penny writes frequently for industry publications and is a popular speeaker on a wide variety of call center operations and management topics.

Customer Reviews

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Most Helpful Customer Reviews

1 of 1 people found the following review helpful By Juice Man on June 8, 2013
Format: Paperback Verified Purchase
I've been working in call centers for over 13 years, my area of expertise is statistical modeling and queue analysis and reporting. This book is the closest you will find to years of material related to call center management. It's language is bold and clear, it details complex tasks and breaks down the terminology and concepts that any analyst should comprehend. This book is a must if you work planning resources!
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I work in technical support for a big online university and, while I love helping people, I'm tired of answering the phones. It was about a month ago when I got the email at work that our Workforce Management department had some openings, so I decided to make a play for the job. I immediately overnighted this book (and one other but it wasn't nearly as useful) to help me in my quest to move off the phones. This book, even with the charges for overnight shipping, is worth the money (and was delivered before 10 AM the next day, which made me a HAPPY customer).

Penny Reynolds and the Call Center School have put together an incredibly comprehensible and vernacular synopsis of what it takes to staff a call center. I learned a lot from this book and felt the examples were very clear and illustrative of the author's points. If you are looking to get into resource/workforce management, this book is a must-have.
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By AG2000 on February 6, 2012
Format: Paperback
In our call center, we receive high volume inbound calls. We always had this challenge of scheduling right number of FTEs to work to handle the call volume. We were having issues when we were not able to meet the Service Level Requirements.

We purchased this book and this made our job way easier. We were only able to forecast the call volume but were able to schedule right number of heads on shift each day. This helped us in lowering down our overhead cost per head that we were paying by some time schedule extra heads as we were not sure initially. Also, we are now able to take the shrinkage factor into account hence again no extra over cost.

We are now able to meet our SL of 80/30. This has indeed added value to our daily operations. I highly recommend this book if you really want to know how many FTEs are required to handle X number of calls in every 30 minutes interval.
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By Heather Lubek on February 22, 2012
Format: Paperback Verified Purchase
I really found this book especially useful when used in conjunction with the Online 11 module course. I am an absolute beginner and once I received this book everything made more sense. I am still reading this book and so have not yet finished it but I have used every page of this book so far in my research as a new Workforce Manager. It is detailed but basic and gives you very simplistic examples to follow. It is as it says it is a 'practical guide' It will be my handbook/reference book I will keep on my desk at all times.
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2 of 3 people found the following review helpful By D. Freeman on January 23, 2008
Format: Paperback
This book is the most comprehensive in call center workforce management and staffing of all the ones I've reviewed on this topic. It was written by call center professionals who have "lived through it" and understand the operations and technology in today's call center business. A must-read for workforce management, supervisors and managers in a call center.
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If contact center WFM is something in your universe, you need this book. By far it is the most complete, straight forward , useful book on fundamental WFM out there.
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