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My Center is small with approx 10 dedicated phone agents and 6 Walk in CSRs.. a few of the 10 ae swivel chair being that they may provide lunch coverage throughtout the day. We are building a new Contact Center and are trying to determine the amount of seating needed (How Many Agents do we need); Likewise we are just starting operate as a call center and while I have expertise in operating in already established guidlines, I m new to configuring from the beginning.
Sounds like you could use some of the products on www.spreadsheetscheduler.com
They target small call centers with low cost solutions.
Their stuff also comes with training videos that show the product and how to apply it to workforce management principles.
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