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Title: Call Center Forecasting and Scheduling : The Best of Call Center Management Review by Gerry Barber, Brad Cleveland, Henry Dortmans, Greg Levin, Gordon Mac Pherson, Ann Smith ISBN: 0-9659093-6-0 Publisher: Call Center Press Pub. Date: September, 2000 Format: Paperback Volumes: 1 List Price(USD): $16.95

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Average Customer Rating: 4.5 (2 reviews)

Rating: 5
Summary: A Treasure Chest
Comment: This is a short book which takes little time in bringing the substance to the surface. It is a compilation of articles from the journal, "Call Center Management Review". The authors do not take the time to "be nice." It is short, to the point, and of vital help to the first time call center manager. Picking up some of the "shorthand" references isn't difficult, but necessary.

Rating: 4
Summary: Call Center Basics all rolled into one book!
Comment: I found this book enlightening. It's a small book with lots of information. It reviews forcasting call volumes using quantative and judgemental approaches. It discusses call center basics such as the nature of an incoming call and the Pooling Principle. It touches on staffing and getting the people where they need to be at the right time. For a call center veteran like me, it help to reinforce and improve my knowledge. For anyone new to a call center, it's a great book to learn the dynamics of call center operation.

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