Call Center Optimization


Book Description

This book gives an accessible overview of the role and potential of mathematical optimization in call centers. It deals extensively with all aspects of workforce management, but also with topics such as call routing and the scheduling of multiple channels. It does so without going into the mathematics, but by focusing on understanding its consequences. This way the reader will get familiar with workload forecasting, the Erlang formulas, simulation, and so forth, and learn how to improve call center performance using it. The book is primarily meant for call center professionals involved in planning and business analytics, but also call center managers and researchers will find it useful. There is an accompanying website which contains several online calculators.




Strategic Workforce Planning


Book Description

Strategic Workforce Planning is a practical guide to effectively assess, manage and prepare for current and future workforce requirements. It demystifies the often complex and seemingly technical world of strategic workforce planning to explain what it is, why it's necessary and most importantly, how to do it. Packed full of advice and real-world examples, Strategic Workforce Planning is a playbook for workforce planning from beginning to end. It enables HR professionals to answer core business questions including how do I analyze future hiring demand? How do I assess what skills will be required in the future? How should I prioritize investments like training and development? How do I assess the supply of talent around the world? How do I identify the business drivers that impact workforce demand? It also covers the impact of artificial intelligence (AI), automation and machine learning on the global workforce and how to deal with these implications. Whether you're a start-up, small business or a large corporate, this book will show you how to align people strategy with company strategy to ensure your organization maintains its competitive advantage.




The Handbook of Career and Workforce Development


Book Description

The Handbook of Career and Workforce Development provides educators, researchers, and policy makers with information on evidence-based programs and activities. Chapters describe ways that current research can be used to promote the design of more effective career development programs and services at local, state, and national levels. Promising career development practices applicable to a range of settings and special populations are identified, as are strategies for communicating evidence in ways that influence career and workforce development public policy. The Handbook of Career and Workforce Development can be used by policy makers and grant program officers to identify key career development ingredients that should be considered in proposals; researchers seeking to make their career development research relevant and practical; and practitioners implementing or advocating for career development programs and services.




Making Work Visible


Book Description

Information Technology time management expert Dominica DeGrandis, the reveals the real crime of the century--time theft, one of the most costly factors impacting enterprises in their day-to-day operations. The solution to preventing these value stream delays? Make the work visible. In this timely book (title not final), solutions and preventative measures are illustrated and methodologies outlined for immediate application into daily work.







Call Center Management on Fast Forward


Book Description

This is the only book available today that provides a very readable, step-by-step guide for managing an incoming call center. The book combines theory with practical advice and is filled with over 100 charts and graphs, several case studies and an extensive glossary and index. Readers will learn how to: achieve service level with quality in an era of more transactions, growing complexity and heightened caller expectations; understand the "how" behind best practices; boost caller satisfaction; win top management's support; and discover what separates a good call center from a great one.




Deep Work


Book Description

AN AMAZON BEST BOOK OF 2O16 PICK IN BUSINESS & LEADERSHIP WALL STREET JOURNAL BUSINESS BESTSELLER A BUSINESS BOOK OF THE WEEK AT 800-CEO-READ Master one of our economy’s most rare skills and achieve groundbreaking results with this “exciting” book (Daniel H. Pink) from an “exceptional” author (New York Times Book Review). Deep work is the ability to focus without distraction on a cognitively demanding task. It's a skill that allows you to quickly master complicated information and produce better results in less time. Deep Work will make you better at what you do and provide the sense of true fulfillment that comes from craftsmanship. In short, deep work is like a super power in our increasingly competitive twenty-first century economy. And yet, most people have lost the ability to go deep-spending their days instead in a frantic blur of e-mail and social media, not even realizing there's a better way. In Deep Work, author and professor Cal Newport flips the narrative on impact in a connected age. Instead of arguing distraction is bad, he instead celebrates the power of its opposite. Dividing this book into two parts, he first makes the case that in almost any profession, cultivating a deep work ethic will produce massive benefits. He then presents a rigorous training regimen, presented as a series of four "rules," for transforming your mind and habits to support this skill. 1. Work Deeply 2. Embrace Boredom 3. Quit Social Media 4. Drain the Shallows A mix of cultural criticism and actionable advice, Deep Work takes the reader on a journey through memorable stories-from Carl Jung building a stone tower in the woods to focus his mind, to a social media pioneer buying a round-trip business class ticket to Tokyo to write a book free from distraction in the air-and no-nonsense advice, such as the claim that most serious professionals should quit social media and that you should practice being bored. Deep Work is an indispensable guide to anyone seeking focused success in a distracted world.







Methodological Approaches for Workplace Research and Management


Book Description

This book explores a wide range of methodological approaches to examining various forms of workplace physical environments. It focuses on pressing questions regarding the relationship between the spatial component of the workplace, including its progressive hybridisation with other physical and virtual places, and its users, be they public organisations, private companies, or start-up businesses and solopreneurs. International contributors address a range of methods that are applicable both in research and practice to confront the most cutting-edge workplace-related issues. The assumption is that work has been changing, thanks to the virtualisation of many activities, and that homeworking and hybrid working modes are expected to increase significantly after Covid-19. Thus, spaces hosting work need to adapt accordingly. Researchers and practitioners have been struggling to determine how much space will be needed by companies, what kind of space will better host different work activities, which workers are more suited for working from home, and which instead are more productive if they have an office-based working arrangement. The necessary evolution of the office should follow evidence-based decisions on the abovementioned matters, which are only possible through rigorous investigations. This volume aims to support these investigations, which call for inventive applications of qualitative and quantitative methodologies. By doing so the book will encourage solid practices and thorough research agendas in workplace design, management, and use. Contributions come from different disciplines, including facilities management, real estate management, psychology, design, architecture, sociology, and organisation studies. Chapters highlight the importance of appropriate methodologies, borrowed from different fields, in addressing contemporary questions and developments in workplaces. By analysing the challenges and opportunities for conducting rigorous research in different workplace settings, this book will be critical reading for both academics and students, as well as for decision-makers and professionals who deal with workplace design and management.




Best Practices: Position and Guidance Documents of ASHP


Book Description

The Most Comprehensive Set of Quality Guidelines Available to the Pharmacy Profession ASHP positions and more than 80 ASHP guidance documents of varying scope provide ongoing advice to practitioners and health systems to help improve the medication-use process, patient care and safety, and patient outcomes and quality of life. ASHP Statements ASHP Guidelines Technical Assistance Bulletins Therapeutic Position Statements Therapeutic Guidelines ASHP-Endorsed Documents