Author : Brad Cleveland
Publisher : ICMI Press (International Customer Management Institute)
Page : 147 pages
File Size : 10,79 MB
Release : 2004-07-01
Category :
ISBN : 9781932558005
ICMIs Pocket Guide to Call Center Management Terms is a convenient, portable reference of terms culled from ICMIs Call Center Management Dictionary: The Essential Reference for Contact Center, Help Desk and Customer Care Professionals , written by Brad Cleveland, President and CEO of ICMI. At 3.5 by 5 inches, the book is small enough to fit in a busy managers pocket, yet its packed with industry acronyms and concise definitions of approximately 500 call center industry terms.
Author :
Publisher :
Page : pages
File Size : 50,13 MB
Release : 2019-06
Category :
ISBN : 9780985461126
Author : Brad Cleveland
Publisher : ICMI Press (International Customer Management Institute)
Page : 222 pages
File Size : 14,72 MB
Release : 2003
Category : Call centers
ISBN : 9780965909358
ICMI's Call Center Management Dictionary is a practical, comprehensive reference for customer contact professionals, covering measurements, objectives, reporting, analysis, forecasting, planning, monitoring, coaching, quality, performance improvement, human resources, training, customer behavior, marketing, technologies, budgeting, finance, strategy, industry acronyms, and much 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, make better decisions, improve customer services and build your career. Book jacket.
Author : Brad Cleveland
Publisher : ICMI Inc.
Page : 312 pages
File Size : 28,24 MB
Release : 1997
Category : Business & Economics
ISBN : 9780965909303
This is the only book available today that provides a very readable, step-by-step guide for managing an incoming call center. The book combines theory with practical advice and is filled with over 100 charts and graphs, several case studies and an extensive glossary and index. Readers will learn how to: achieve service level with quality in an era of more transactions, growing complexity and heightened caller expectations; understand the "how" behind best practices; boost caller satisfaction; win top management's support; and discover what separates a good call center from a great one.
Author : Brad Cleveland
Publisher : ICMI Press (International Customer Management Institute)
Page : 474 pages
File Size : 20,7 MB
Release : 2004
Category : Business
ISBN : 9780970950758
This handbook is part two of ICMI's comprehensive, four-part series on call center management, which includes people management, operations management, customer relationship management, and leadership and business management. 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.
Author : Brad Cleveland
Publisher :
Page : pages
File Size : 37,8 MB
Release : 2019-09-15
Category :
ISBN : 9780985461133
Author : Brad Cleveland
Publisher : ICMI Press (International Customer Management Institute)
Page : 491 pages
File Size : 19,25 MB
Release : 2012
Category : Business & Economics
ISBN : 9780985461102
Author : Real Bergevin
Publisher : John Wiley & Sons
Page : 391 pages
File Size : 45,88 MB
Release : 2010-04-16
Category : Business & Economics
ISBN : 0470677430
Tips on making your call center a genuine profit center In North America, call centers are a $13 billion business, employing 4 million people. For managers in charge of a call center operation, this practical, user-friendly guide outlines how to improve results measurably, following its principles of revenue generation, efficiency, and customer satisfaction. In addition, this new edition addresses many industry changes, such as the new technology that's transforming today's call center and the location-neutral call center. It also helps readers determine whether it's cost-efficient to outsource operations and looks at the changing role and requirements of agents. The ultimate call center guide, now revised and updated The authors have helped over 60 companies improve the efficiency and effectiveness of their call center operations Offers comprehensive guidance for call centers of all sizes, from 20-person operations to multinational businesses With the latest edition of Call Centers For Dummies, managers will have an improved arsenal of techniques to boost their center's bottom line.
Author : Brad Cleveland
Publisher : ICMI Press (International Customer Management Institute)
Page : pages
File Size : 49,68 MB
Release : 2003
Category : Call centers
ISBN : 9780970950772
This handbook is part four of ICMI's comprehensive, four-part series on call center management, which includes people management, operations management, customer relationship management, and leadership and business management. 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.
Author : Brad Cleveland
Publisher : ICMI Press (International Customer Management Institute)
Page : 336 pages
File Size : 48,54 MB
Release : 2003-02-01
Category : Call centers
ISBN : 9780970950765
This handbook is part three of ICMI's comprehensive, four-part series on call center management, which includes people management, operations management, customer relationship management, and leadership and business management. The Call Center Customer Relationship Management Handbook and Study Guide provides call center professionals with the information they need to build customer relationships effectively. It begins by exploring key customer relationship management principles, including the value of customer satisfaction and loyalty, and customer segmentation. Measuring customer satisfaction is the focus of the second section of the guide as it provides practical information on measurement methodologies and contributors to customer satisfaction. The guide then transitions into establishing strategies that support organizationwide objectives and align people, processes and technologies with these goals. The fourth section of the guide highlights the importance of a cross-functional approach to customer relationship management and places the responsibility for initiating this involvement squarely on the shoulders of the call center professional. The study guide's final section includes actionable guidance on supporting customer relationship management with innovative technology, effective processes and essential employee development.
