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.