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Synopsis
Everything in the call center industry seems to be expanding—contact channels, customer and employee expectations, technology options and the overall role of the call center. With so much growth and expansion, we at ICMI thought it might be refreshing to introduce something small enough to fit inside a busy manager’s pocket. But don’t let the size fool you. While ICMI’s Pocket Guide to Call Center Management Terms may be diminutive in nature, it can have a big impact on the knowledge, eloquence and insight of those working in this dynamic profession. With a comprehensive—though compact—guide to just about every industry acronym, as well as concise definitions of every term a manager or supervisor should know, this pocket guide aims to promote consistency and clarity in the way that call center professionals worldwide communicate, cooperate and strive to understand this exciting field.
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About the Author
As President and CEO of ICMI, and Publisher of Call Center Management Review , Brad is dedicated to promoting the contact center environment and helping centers to reach their maximum potential. His enthusiasm and leadership set the standards for success that drive the entire organization. Brad has an extensive background in the global contact center market he has worked in more than 30 countries, and his clients have ranged from small startups to national governments and multinational corporations.
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ICMI's Pocket Guide to Call Center Management Terms
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ICMI's Pocket Guide to Call Center Management Terms : A Convenient, Portable Reference of Terms from ICMI's Call Center Management Dictionary: the Essential Reference for Contact Center, Help Desk and Customer Care Professionals
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ICMI's Pocket Guide to Call Center Management Terms
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ICMI's Pocket Guide to Call Center Management Terms
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Condition: Good. Good condition. A copy that has been read but remains intact. May contain markings such as bookplates, stamps, limited notes and highlighting, or a few light stains. Seller Inventory # Q20T-00352