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, оеурс these articles were selected for their educational value, practicality, and most importantly, coverage of timeless call center management principles 104 pages, paperback, more than 35 charts and graphs Авторы Джерри Барбер Gerry Barber Брэд Кливленд Brad Cleveland Генри Дортманс Henry Dortmans.  Планета знанийИздательство: Call Center Press, 2001 г Мягкая обложка, 104 стр ISBN 0965909360 Язык: Английский.