# Workforce management

The forecasting, staffing, scheduling and metrics involved in helping your team meet its service goals reliably and efficiently.

## Works Referenced:

- Cleveland, B. (2012). _Call center management on fast forward: succeeding in the new era of customer relationships_. ICMI Press.

- COPC Inc. (2020). COPC 2020 Customer Experience Standard: The Performance Management System for Customer Service Professionals (CSPs). [https://www.copc.com/copc-standards/for-csps/](https://www.copc.com/copc-standards/for-csps/).