Call Center Workforce Management (Call Center Fundamentals Series Book 1)

This is targeted for operations managers and can be a guide on how to staff correctly, understanding service levels, balancing attrition, etc.. This books summarizes the author's decade- long experience in the call center industry in the Philippines and provides foundation knowledge for workforce specialist

I liked the book however for deeper understanding of WFM you may want to find additional materials. This is a good book to understand key Call Center Workforce Management in simplistic terms. This is good for anyone becoming a supervisor in a call center for the first time. Although you may not do a lot of staffing you are going to be responsible for ensuring that staff is where they need to be (right people in the right amount of seat at the right time) and you will have to ensure that you meet service level agreements.. Five Stars Ruben Ver y useful. "Ok" according to Nurse Ru. Ok book not the best out there i have read better. I am goong to be lookong for a different book