Can I read Call Center Management Essentials Guide on EtoBox?

Call Center Management Essentials Guide by Rohit Sharma is a document available to read on EtoBox.

What is Call Center Management Essentials Guide about?

This document discusses key topics in call center management including planning, forecasting, scheduling, and real-time management. The main points are: 1) Call center management aims to have the right number of skilled agents available to handle accurately forecasted call volumes at the targeted service level and quality. 2) Call centers are unique because call arrival is random, work is externally generated, and queues may be invisible to callers. 3) The planning process involves forecasting call volumes

Author

Rohit Sharma

Language

EN