Operations Information

[KevinC]

I work for a relatively small call center (50-60 reps all within three departments), and I have been recently promoted to Operations Analyst. As I am new to this position, I am in need of publications that are necessary for becoming skilled at this job. If anyone can provide titles of books, reports, studies, or any form of publication, it would be greatly appreciated.

[KevinC]

Can no one help an amatuer?

[ADnashville]

Here's a book you can purchase that will give you everything you ever wanted to know about the call center. You'll also see other books there that might be good too

http://www.amazon.com/exec/obidos/tg...092333494/sr=1

Hope this helps

AD

[miguel]

here's a book in amazon, Call Center on Fast Forward. costs about $34. it's a great help on how scheduling is done, how to run a center, budgeting. what to look for.

hope it helps.

[KevinC]

Excellent. Thanks for your suggestions. The Call Cetner Management on Fast Forward is one I am currenlty reading, and you are right, it is pretty good so far. The other one I will have to pick up. Thanks for your help.