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).

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What would it be worth to you, your customers, your organization, if:

You could harness the full combined potential of social media, the call center (contact center), peer communities, and self-service capabilities, to reach and serve customers where they are?
Your entire management team understood the organization-wide role in building customer relationships…

“Your presentation helped to make this conference one of the most effective we have ever experienced. The wealth of information you provided in such a short time frame was extremely beneficial to our management staff.”

Donnell Adams
Associate Commissioner
U.S. Social Security Administration