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Call Center People Management
Handbook and Study Guide
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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
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Call Center Operations Management
Handbook and Study Guide
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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.
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Call Center Customer Relationship Management
Handbook and Study Guide
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This handbook is part three 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
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Call Center Leadership and Business Management
Handbook and Study Guide
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This handbook is part four 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.
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Call Center Management on Fast Forward:
Succeeding In Today's Dynamic Inbound Environment
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The "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!".
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Call Center Technology Demystified:
The No-Nonsense Guide to Bridging Customer Contact
Technology, Operations and Strategy
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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.
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