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Resources

Slides, The Principles of Effective Contact Center Management

Quiz

Ebook, ICMI’s Guide to Contact Center Metrics

Forecasting and staffing excerpts from Contact Center Management on Fast Forward

Video, The Power of One: Every Agent Matters

Customer Queue Calculator, Version 1.2

Note: You will need to Enable Macros when you open the calculator in Excel. You will find information on how to use the calculator and a contact for support in the Instructions tab.

Ebook, Trends Driving Change in the Contact Center

Contact Center Manager’s Song

Article, “Boosting the Strategic Value of Customer Interaction”

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