ICMI's Call Center Management Dictionary: The Essential Reference for Contact Center, Help Desk and Customer Care Professionals

Brad Cleveland

ISBN 10: 0965909352 / ISBN 13: 9780965909358

Published by Call Center Press, 2003

About this Item

209 pages. 8.90x6.06x0.31 inches. In Stock.

Seller Inventory # 0965909352

Bibliographic Details

• Title: ICMI's Call Center Management Dictionary: The Essential Reference for Contact Center, Help Desk and Customer Care Professionals
• Publisher: Call Center Press
• Publication Date: 2003
• Language: English
• ISBN 10: 0965909352
• ISBN 13: 9780965909358
• Binding: Paperback
• Condition: Brand New
• Weight: 0.34 kilograms

About this title

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.

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.