April 2003
Intermediate to advanced
303 pages
11h 36m
English
Content preview from Call Center Operation
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3.2 Management guidelines for a productive call center 69
Chapter 3
Reporting and forecasting
What-if scenarios
Virtual contact center/multisite support
Compliance with employment law, rules, and union regulations
Multimedia support
Web-driven interfaces and tools
Scheduling to meet service levels
Scheduling is not as simple a process as it may appear. Knowledgeable orga-
nizations take CSR preferences and skill sets into account when scheduling.
The “warm-body” approach to solving human resource issues—regarding
one CSR the same as any other—will cause both agent-satisfaction and
customer-service problems. Most companies using advanced workforce ...
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I wanted to learn C and C++, but it didn't click for me until I picked up an O'Reilly book. When I went on the O’Reilly platform, I was astonished to find all the books there, plus live events and sandboxes so you could play around with the technology.Addison B.
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I'm always learning. So when I got on to O'Reilly, I was like a kid in a candy store. There are playlists. There are answers. There's on-demand training. It's worth its weight in gold, in terms of what it allows me to do.