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 today’s centers. The guide closes with site selection, call center design, health and safety issues, and disaster recovery principles.
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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
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