Call Center Leadership and Business Management Handbook and Study Guide

Call center professionals continue to grow in stature as the call center’s value contribution is heightened within organizations. As call centers handle increasingly complex transactions and provide other departments with vital customer information, leaders must be equipped to combine specialized call center knowledge with sound management practices.

The study guides series concludes with an examination of those principles and practices that are vital to the call center leader. The Call Center Leadership and Business Management Handbook and Study Guide applies proven leadership and business practices to the call center environment. The study guide opens with guidance on developing an effective vision, mission, strategy and valuation model. Next, it explores leadership and communication best practices and highlights those skills and aptitudes that are most important in the call center. The unique environment of the call center is discussed next, with a focus on navigating future trends and requirements. The fourth section of the guide provides professionals with solid principles on developing business plans, improving operations and managing contracts. The study guide comes to a close with an overview of financial principles that call center professionals should understand.

Brad Cleveland is 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.

Debbie Harne is Director of Educational Services for ICMI, and spearheaded the launch of ICMI Membership, a network of management professionals from over 40 countries. With a background in training and education, Debbie has been instrumental in developing ICMI’s technology-based educational services, and has responsibilities