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Hannah Smalltree, Editorial DirectorThere are many tools to help you with call center staffing – from "freebies" on the Internet, to basic tools that cost hundreds of dollars, to full-blown workforce management systems that can run tens of thousands of dollars and up. Depending on your call center's size, hours of operation, variability, shifts, and flexibility, you should be able to find a tool that helps at the right price.
My consultancy, Strategic Contact, offers a list of call center staffing resources on our Web site, including some of the more sophisticated tools.
For a some really low-cost tools to help you understand the concepts, try the ICMI QueueView or the KoolToolz CCModeler.
Editor's Note: For more help staffing your call center, browse the top 10 buzzwords on call center scheduling and call center staffing.
This was first published in December 2006