Don't miss out on the 2nd Edition of this publication! SWPP is the world’s largest association dedicated to the professional development of workforce planning professionals in the modern contact center. This book is the first compilation of some of the knowledge of this membership group. In each SWPP newsletter, there is a column called Ask the Workforce Wizard. All of these questions 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.
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:
This book is one of the many tools provided by SWPP to support workforce planning professionals around the world
- Managing by the Numbers
- Workforce Management Team Organization
- Workforce Management Automation
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