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WFM Expert Solutions: Best Practices from SWPP's Workforce Wizard Series -- 2nd
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Don’t miss the second edition of this great book, which is a compilation of the knowledge of SWPP, the world’s largest membership association for workforce management professionals in the call center. In each SWPP newsletter, there is a column titled Ask the Workforce Wizard. All of the questions in the column come from workforce management professionals, each of them struggling to do the same thing: get the exact right number of “bodies in chairs” for each period of the day. All of the answers come from other workforce management professionals and a few consultants and experts in the field who are kind enough to share their experiences with their colleagues.
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