April 2003
Intermediate to advanced
303 pages
11h 36m
English
Content preview from Call Center Operation
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4.7 Training supervisory and management staff 159
Chapter 4
Exhibit 4-7 continued
Making service-level measurements that are meaningful
Forecasting call loads
Resource planning using industry-accepted Erlang C formulas and
industry staffing methods
Scheduling staff
Handling customer impatience and the cost of abandoned calls
Managing in real time
Contingency planning
Exhibit 4-8 Coach Development (Four Days)
Objectives
The coach development workshop is designed to develop the following
skills:
Understanding and supporting the performance model
Understanding measures that are indicators of behavior patterns
Coach to behaviors, in support of ...
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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.