Your Call Centre/Customer Experience Implementation Partner

Recommened Books



Call Center Management on Fast Forward: Succeeding In Today's Dynamic Inbound Environment

Call Center Management on Fast ForwardThe "How-To" Book for call center managers! Service level, performance measurements, quality, budgeting, reporting, forecasting, scheduling, standards ...As one reviewer put it, "You'd be nuts to run a call center without devouring Fast Forward!".



Customer Contact Outsourcing

Customer Contact Outsourcing What Every Outsource Client Needs To Know Outstanding Outsourcing Is the first book in Brownell O'Connor's 'Outstanding Outsourcing' trilogy. With 15 years experience in the global Contact Centre industry and numerous executive postings in multinational, Contact Outsource organisations, Dr. Brownell not only offers clear, salient advice but he brings it all to life with a multitude of case studies and real life examples.

Brownell descends from a long line of "Seanachai" (Shan-a-key) - the story-tellers of ancient Ireland. In days of yore, the Seanachai travelled the width and breath of the land bringing news and tales of far off places. The "Seanachai" often accompanied their tales with the "fiddle" (Violin) in a form of ballad that Brownell remarks, is not entirely unlike modern-day RAP. The Doctor is unlikely to be seen playing the "fiddle" or rapping, but apart from that, for this "Fear Umpur Scealta (man of many tales), anything else goes.



Call Center Technology Demystified: The No-Nonsense Guide to Bridging Customer Contact Technology, Operations and Strategy

Call Center Technology Demystified Call Center Technology Demystified clarifies the sometimes complex and often confusing array of technologies that enable call center success. This book will lead you through the labyrinth of customer contact technology jargon, common misperceptions and marketing hype to help you align technology with business needs and optimize your technology investments.



Call Center People Management Handbook and Study Guide

Call Center People Management This handbook/study guide is part one of ICMI's comprehensive, four-part series on call center management, which includes people management, operations management, customer relationship management, and leadership and business management



Call Center Operations Management Handbook and Study Guide

Call Center Operations Management This handbook is part two of ICMI's comprehensive, four-part series on call center management, which includes people management, operations management, customer relationship management, and leadership and business management.








Subscribe
To Our
Newsletter


Call Centre Challenges & Priorities

HOW TO AVOID A BAD OUTSOURCING DECISION

Flags Certification

PCS Certification

Middle East Call Centre Awards 2017

Customer Middle East Portal

Like Us To Keep You Posted
f/insightsme
Follow Us To Keep You Tweeted

Twitter #insightsme

Learn

Improve

Find

Follow Us

INSIGHTS Middle East, P.O. Box : 28794, Dubai, UAE
Tel : 00971-4-3329211, Fax : 00971-4-3329290, Email : insights@eim.ae, Web : www.insights-me.com

Copyright © 1998-2016 INSIGHTS Middle East. All rights reserved. Reproduction in whole or in part in any form or medium without express written permission of INSIGHTS Middle East is prohibited. All brand names and product names used on these web pages are trademarks, or trade names of their respective holders.                 
Privacy Policy