Call Center Staffing - The Complete Practical Guide to Workforce Management takes the reader through the step-by-step process of forecasting workload, calculating staff, creating schedules, tracking daily performance, and managing by the numbers in a call center. Topics include:

• Overview of call center staffing issues
• Data gathering and analysis
• Forecasting workload
• Calculating staff requirements
• Evaluating staffing tradeoffs
• Creating staff schedules
• Skill-based routing and scheduling
• Managing intra-day staffing and service
• Calculating trunk/network requirements
• Staffing for multi-media contacts
• Automating workforce management
• Call center staffing alternatives
• Workforce management roles and responsibilities

Penny Reynolds is the author of Call Center Staffing: The Complete, Practical Guide to Workforce Management. Penny is a Founding Partner of The Call Center School where she heads up curriculum development. She develops and teaches courses on a wide variety of call center topics, including workforce management, performance measurement, and call center technologies. Penny is a popular speaker at industry conferences and association meetings and a frequent contributor to industry trade publications. She has also co-authored the five textbooks for University of Phoenix’s call center certification program. An honors graduate of Vanderbilt University, Penny was one of the first recipients of Call Center Magazine’s prestigious Call Center Pioneer award.

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