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ICMI's Call Center Management Dictionary: The Essential Reference for Contact Center, Help Desk and Customer Care Professionals - Softcover
Synopsis
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!
Accurate and easy to use, ICMI’s Call Center Management Dictionary is designed to cut through the clutter and confusion in today's terminology, so that you can communicate more effectively, improve customer services and make better decisions that will help build your career.
1072 acronyms and terms, 41 graphs and tables.
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About the Author
Brad Cleveland, President and CEO of Incoming Calls Management Institute (ICMI), based in Annapolis , Maryland. Recognized for his pioneering work in call center management methodologies, he has delivered keynotes, seminars and consulting services in over 25 countries. Brad is co-author of the industry's best-selling book, Call Center Management on Fast Forward: Succeeding in Today's Dynamic Inbound Environment.
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ICMI's Call Center Management Dictionary: The Essential Reference for Contact Center, Help Desk and Customer Care Professionals
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ICMI Press (International Cust (edition Presumed First Edition), 2003
ISBN 10: 0965909352
ISBN 13: 9780965909358
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ICMI's Call Center Management Dictionary: The Essential Reference for Contact Center, Help Desk and Customer Care Professionals
Published by
ICMI Press (International Custom, 2003
ISBN 10: 0965909352
ISBN 13: 9780965909358
Used
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ICMI's Call Center Management Dictionary: The Essential Reference for Contact Center, Help Desk and Customer Care Professionals
Published by
ICMI Press (International Cust, 2003
ISBN 10: 0965909352
ISBN 13: 9780965909358
Used
Paperback
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ICMI's Call Center Management Dictionary: The Essential Reference for Contact Center, Help Desk and Customer Care Professionals Cleveland, Brad
Published by
ICMI Press (International Cust, 2003
ISBN 10: 0965909352
ISBN 13: 9780965909358
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ICMI's Call Center Management Dictionary: The Essential Reference for Contact Center, Help Desk and Customer Care Professionals
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ISBN 10: 0965909352
ISBN 13: 9780965909358
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ICMI's Call Center Management Dictionary: The Essential Reference for Contact Center, Help Desk and Customer Care Professionals
Published by
ICMI Press (International Customer Management, 2003
ISBN 10: 0965909352
ISBN 13: 9780965909358
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