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Call Center Forecasting and Scheduling

其他書名	The Best of Call Center Management Review
出版	Call Center Press, 2000
主題	Business & Economics / Customer RelationsBusiness & Economics / Training
ISBN	09659093609780965909365
URL	http://books.google.com.hk/books?id=fyB_AAAACAAJ&hl=&source=gbs_api

註釋Call Center Forecasting & Scheduling There is simply no way to establish and operate an effective call center environment without a solid understanding of the principles behind forecasting, staffing, scheduling, service level, queuing dynamics and real-time management. Originally published in the pages of Call Center Management Review, these articles were selected for their educational value, practicality, and most importantly, coverage of timeless call center management principles. - Amazon