Spreadsheets and Workforce Management - An Odd Couple

Topics:
Human Capital,
Performance Management
Tags:
Blue Pumpkin Software Inc.,
Human Resources,
Productivity,
Recruitment & Selection,
Spreadsheet,
Workforce Management
Source:
Blue Pumpkin Software

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Overview: This paper discusses workforce management from the perspective of the small and medium call center. The paper reviews the manual forecasting and scheduling process, identifies execution-oriented problems, describes how many centers have tried to ease that pain by using spreadsheet techniques, identifies the shortcoming of spreadsheet-based systems, discusses why there are usually hidden costs with either and why small to medium centers have special operational challenges, and explains how a robust workforce management (WFM) solution has key features that are particularly valuable to small and medium centers.

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Format: PDF | Size: 290KB | Date: Sep 2004 | Pages: 16

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