Excel for Call Centers (Excel for Professionals series)

Using real-world examples and data to demonstrate and teach practical Excel skills, this book increases clarity of understanding and reduces the time needed to wade through the mountains of data generated every day in all call centers. The methods used include: forecasting call and work demand and capacity; agent tracking and monitoring; determining the number of people needed to handle a given number of calls, e-mails, or other work to meet service levels; creating reports that help manage and direct centers; and creating budgets that are accurate and viable. Both inbound and outbound campaign preparation and design are covered along with trend spotting, re-keying minimization, and episodic problem tracking. Readers of this handy manual will learn to see the big picture and present it to others with impact.