Diary of a Workforce Manager

by Tiffany LaReau, Emily Chapman (Editor), Bradley LaReau (Illustrator)

Overview

A comprehensive WFM guide, written by Tiffany LaReau and told through her experiences, trials, and errors during her career as a Workforce Manager.

Diary of a Workforce Manager includes rich details and information about Forecasting, Scheduling, Reporting, WFM Ratios, Best Practices, and Interviewing for a career in Workforce Management.

Product Details

BN ID:	2940161162149
Publisher:	Contact Center Pipeline
Publication date:	06/07/2019
Sold by:	Barnes & Noble
Format:	eBook
File size:	5 MB

Editorial Reviews

If you want a great book on Workforce Management please check this one out! Tiffany LaReau is one of the sharpest minds in the field, she has also been to many conferences, workshops, sites, and centers. She has a wealth of knowledge and practical experience, expertly delivered in nuggets that anyone in the field can access. I genuinely enjoyed this read.

LinkedIn - Marshall Lee

If you're new to the WFM industry or an experienced WFM professional, I recommend getting this book today!

LinkedIn - Carol Mitchell

Tiffany LaReau has a book! If you are WFM-y she is an absolute font of knowledge in the sphere!

LinkedIn - Renée Hopkins

A must-read for WFM and contact center leaders
This is a must-read book for workforce managers or anyone who wants to learn more about what goes into contact center forecasting, scheduling and reporting. Drawing on her long experience in workforce management, Tiffany LaReau has created a substantial handbook packed with valuable WFM knowledge, techniques, tips and advice. If you are a WFMer or a contact center leader, you'll want to add this book to your professional library.

Apple iBooks

An excellent handbook for contact center workforce managers. In my career as a contact center leader, consultant, and researcher, I've encountered few people who can make the complex concepts of WFM as accessible as Tiffany LaReau. When I learned of her new book I was excited to get my own copy. It didn't disappoint! This book is an enjoyable read that's packed with ideas, examples, and resources that will help anyone working in WFM navigate the nuances of their role.

Amazon - Justin Robbins