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

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”