Table of Contents:

Acknowledgments xiii

Foreword xv

Part one The Vibrant Inbound Environment 1

Chapter i Familiar Challenges, New Opportunities 3

Chapter 2 Three Driving Forces in Incoming Call Centers 11

Part Two A Planning and Management Framework 23

Chapter 3 Service Level, The Core Value 25

Chapter 4 Acquiring Necessary Data 45

Chapter 5 Forecasting Call Load...Etc. 53

Chapter 6 Determining Base Staff and Trunks Required 79

Chapter 7 Scheduling Efficiently and Sufficiently 107

Part Three Understanding Inbound Dynamics 127

Chapter 8 How Incoming Call Centers Behave 129

Chapter 9 Conveying Call Center Activity to Senior Management 145

Chapter 10 Managing Service Level in Real-Time 159

PartFour Rethinking Quality and Productivity 17T

Chapter 11 Service Level With Quality 179

Chapter 12 Assessing Performance in a New Era 201

Part Five Leadership in the Digital Age 217

Chapter 13 New Technologies, New Possibilities 219

Chapter 14 Characteristics of the Best Managed Call Centers 235

Appendix Sample job Description for Incoming Call Center
Managers 249

Notes 253

Glossary