Books
Call Center Management on Fast Forward: Succeeding in Today’s Dynamic Customer Contact Environment
(Updated and Expanded Edition) [Paperback]
The industry s No. 1 selling book on call center management! Now updated and expanded, Call Center Management on Fast Forward; is the most comprehensive source available on running a call center.
ICMI’s Call Center Management Dictionary (Paperback)
ICMI’s Call Center Management Dictionary is a practical, comprehensive reference for customer contact professionals. This essential resource covers a host of subjects, including, but not limited to, measurements, objectives, reporting, analysis, forecasting, planning, monitoring, coaching, quality, performance, improvement, human resources, training, customer behavior, marketing, technologies, budgeting, finance, strategy, industry acronyms, and more!
ICMI’s Pocket Guide to Call Center Management Terms (Paperback)
A convenient, portable reference of terms. At 3.5 by 5 inches, the book is small enough to fit in a busy manager’s pocket, yet it’s packed with industry acronyms and concise definitions of more than 500 call center industry terms. 148 pages.
Papers
12 Traits of the Best Managed Call Centers
Call centers vary tremendously in size and mission, but ICMI has found that the best managed call centers around the world have a number of qualities in common. In this special report, ICMI senior advisor and former president and CEO, Brad Cleveland, explains what these traits are and lays out a blueprint for call center managers who seek to make their call center one of the very best. 27 pages, PDF download (requires Adobe Acrobat or Reader).