Author : Brad Cleveland
Publisher : ICMI Press (International Customer Management Institute)
Page : 147 pages
File Size : 24,59 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 : 20,75 MB
Release : 2019-06
Category :
ISBN : 9780985461126
Author : Real Bergevin
Publisher : John Wiley & Sons
Page : 391 pages
File Size : 34,26 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 : Madeline Bodin
Publisher : CRC Press
Page : 232 pages
File Size : 49,94 MB
Release : 2002-01-03
Category : Computers
ISBN : 148229558X
Call centres have become the crucial front line for managing customer relationships. This book covers a range of call center terminology. It explains relevant terms, and provides the call center manager with a quick reference that covers the technology and operational issues that come up in running and improving a call center.
Author : Brad Cleveland
Publisher : ICMI Press (International Customer Management Institute)
Page : 222 pages
File Size : 19,13 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 : 34,1 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 :
Publisher :
Page : 44 pages
File Size : 10,87 MB
Release : 1998
Category :
ISBN :
Author : David Newman
Publisher : Human Resource Development
Page : 119 pages
File Size : 38,72 MB
Release : 2007
Category : Business & Economics
ISBN : 0874259231
What if the next consultant you hired came with an instruction manual filled with strategies to maximize your end of the relationship? That's exactly what this pocket guide is - a practical how-to guide to taking full advantage of what the right consultant can provide.
Author : Brad Cleveland
Publisher : ICMI Press (International Customer Management Institute)
Page : 491 pages
File Size : 16,9 MB
Release : 2012
Category : Business & Economics
ISBN : 9780985461102
Author : Brad Cleveland
Publisher :
Page : pages
File Size : 10,86 MB
Release : 2019-09-15
Category :
ISBN : 9780985461133
