SWPP Books

Hiring and Developing the Workforce Management Team

By Maggie Klenke

SWPP_HiringWFMCover_sm copy

This book is designed to assist in the recruiting, hiring, training, measuring, and management of a workforce management team that contributes to overall enterprise success and the effective management of the contact center.

Topics include:

  • Organizational Structure
  • Developing Hiring Criteria
  • Screening WFM Candidates
  • WFM Training and Development
  • WFM Performance Measures

Paperback:  39 pages
Dimensions:  5.5″ x 8.5″

Price:

$19.95 plus shipping and handling

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Workforce Management Essentials:
Principles & Programs for Call Center Staffing

By Penny Reynolds

WFM Essentials cover

This book is designed to help call center workforce management professionals plan the right number of staff and communicate the important principles of staffing to all call center stakeholders.

Topics include:

  • Introduction to Workforce Management
  • Calculating Staff Requirements
  • Understanding Staffing Tradeoffs
  • Creating Staff Schedules
  • Managing Daily Staffing and Service
  • Maximizing Schedule Adherence
  • Communicating Power of One Concepts
  • Power of One Programs and Activities

Paperback:  47 pages
Dimensions:  5.5″ x 8.5″

Price:

$19.95 plus shipping and handling

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Workforce Management Expert Solutions:
Best Practices from SWPP’s Workforce Wizard Series
Second Edition

Wizard Cover

Don’t miss the second edition of this great book, which is a compilation of the knowledge of SWPP, the world’s largest membership association for workforce management professionals in the call center. In each SWPP newsletter, there is a column titled Ask the Workforce Wizard. All of the questions in the column 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.

The second edition of this book includes even more great workforce management information! 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:

• Forecasting
• Scheduling
• Managing by the Numbers
• Workforce Management Team Organization
• Workforce Management Automation

This book is one of the many tools provided by SWPP to support workforce planning professionals around the world.

Paperback:  83 pages
Dimensions:  6″ x 9″ x .25″

Price:

$19.95 plus shipping and handling

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Essentials of Call Center Coaching
Supervisory Strategies for Guiding Performance Improvement

By Penny Reynolds

This book is designed to help call center supervisors and quality specialists interact with frontline staff in the most effective way in order to improve workforce performance.

Topics include:

• Introduction to Call Center Coaching
• Steps of Performance Management
• Defining Desired Performance
• Basics of Quality Monitoring
• Diagnosing Performance Problems
• Recognizing Good Performance
• Fundamentals of Coaching
• Common Coaching Mistakes

Paperback:  48 pages
Dimensions:  5.5″ x 8.5″

Cost:  $19.95 plus shipping and handling

Click here to order.