Workforce management

The forecasting, staffing, scheduling and metrics involved in helping your team meet its service goals reliably and efficiently.

Works Referenced:

• Cleveland, B. (2012). Call center management on fast forward: succeeding in the new era of customer relationships. ICMI Press.
  
• COPC Inc. (2020). COPC 2020 Customer Experience Standard: The Performance Management System for Customer Service Professionals (CSPs). https://www.copc.com/copc-standards/for-csps/.

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