1. Introduction
2. Virtual Working: A Quick Primer
3. Basic Trends of Call Centres
4. Call Centre Management Processes
4.1. Changing trends in the production process
4.2. Advantages and Challenges of Virtual Call Centres in Management
4.3. Staff Positions in the Call Centres
4.4. Virtual Agent – Virtual Manager
4.5. Human Resource Management (HRM) in Call Centres
4.5.1. Workforce management in Call Centres
4.6. Using Call Center Data
4.7. Forecasting Workload
4.8. Creating Staff Schedules
4.9. Tracking and Managing of Performance
4.9.1. Service Benchmarks
4.9.2. Telephone Benchmarks
4.9.3. Efficiency Benchmarks
4.9.4. Human Resource Benchma
Conclusion
Summary
References

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