> Business & Culture > Technical Support > Staffing, Scheduling and Workforce Planning (Help Desk Institute) Effective use of time is the difference between a well-run department and one that is fighting for survival. Learn how to establish optimum staffing levels for your support center, forecast future staffing requirements, and assign available personnel to meet incoming call demand. And learn techniques to balance staffing levels against level of service and number of staff. This technical research report includes survey results of actual workforce planning methods used by more than 100 organizations. You also receive models on diskette for forecasting staffing requirements and determining the optimal skill mix of agents.
Author Steven J. Murtagh Publisher Help Desk Institute Publication Date 1993-01-01 Binding Leather Bound ISBN 1571250026 Number Of Pages 177 Sales Rank 8915332
