In every great call center, data tells a story — but only when you know how to read it. Workforce Management: From Metrics to Mastery reveals the essential frameworks behind forecasting, scheduling, and real-time operations that keep contact centers running efficiently and intelligently.
Drawing from years of hands-on experience, Anthony Cedrone breaks down each component of Workforce Management into actionable, measurable, and teachable parts. This isn’t a theory book — it’s a field guide for anyone determined to lead a data-driven, people-first operation.
Each chapter builds on the one before it, guiding readers from the fundamentals of key performance indicators to the advanced mechanics of intraday adjustments and call routing design. Whether you lead a team, analyze data, or architect the technology behind service operations, this book helps you master the balance between metrics and meaning.