Call Center Operations Management Handbook and Study Guide
Language: English
Published by ICMI Press (International Cust, 2003
- Softcover
- Used
Seller: ThriftBooks-Dallas, Dallas, TX, U.S.A.ThriftBooks-Dallas
AbeBooks seller since July 2, 2009
Condition: Used - Very good
US$ 6.92
Quantity: 1 available
Add to basketItem description from seller
May have limited writing in cover pages. Pages are unmarked. ~ ThriftBooks: Read More, Spend Less.
Seller Inventory # G0970950756I4N00
- Title
- Call Center Operations Management Handbook and Study Guide
- Author
- Brad Cleveland; Debbie Harne
- Publisher
- ICMI Press (International Cust
- Publication year
- 2003
- Condition
- Very Good
- Dust jacket
- No Jacket
- Binding
- Paperback
- Language
- English
- ISBN 10
- 0970950756
- ISBN 13
- 9780970950758
- Item weight
- 3.3 pounds
The Call Center Operations Management Handbook and Study Guide provides this solid foundation through an examination of key performance indicators, call center planning and management processes, call center technology and facilities management. The guide begins with an explanation of service level and response time key objectives that measure the accessibility of the center. A detailed examination of other key performance indicators follows. The third section of the guide provides an in-depth discussion of the planning and management processes upon which call center operations depend, including forecasting, staffing and scheduling. The guide then transitions from processes to technology with an integrated look at the technologies present in the best of todays centers. The guide closes with site selection, call center design, health and safety issues, and disaster recovery principles.
"Synopsis" may belong to another edition of this title.
About the Author
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 ICMIs technology-based educational services, and has responsibilities
"About the title" may belong to another edition of this title.
ThriftBooks-Dallas
Dallas, TX, U.S.A.
AbeBooks seller since July 2, 2009
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