ICMI's Pocket Guide to Call Center Management Terms


Book Description

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.




Call Center Management on Fast Forward


Book Description

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.







ICMI's Call Center Management Dictionary


Book Description

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.




The Effective Manager


Book Description

The how-to guide for exceptional management from the bottom up The Effective Manager is a hands-on practical guide to great management at every level. Written by the man behind Manager Tools, the world's number-one business podcast, this book distills the author's 25 years of management training expertise into clear, actionable steps to start taking today. First, you'll identify what "effective management" actually looks like: can you get the job done at a high level? Do you attract and retain top talent without burning them out? Then you'll dig into the four critical behaviors that make a manager great, and learn how to adjust your own behavior to be the leader your team needs. You'll learn the four major tools that should be a part of every manager's repertoire, how to use them, and even how to introduce them to the team in a productive, non-disruptive way. Most management books are written for CEOs and geared toward improving corporate management, but this book is expressly aimed at managers of any level—with a behavioral framework designed to be tailored to your team's specific needs. Understand your team's strengths, weaknesses, and goals in a meaningful way Stop limiting feedback to when something goes wrong Motivate your people to continuous improvement Spread the work around and let people stretch their skills Effective managers are good at the job and "good at people." The key is combining those skills to foster your team's development, get better and better results, and maintain a culture of positive productivity. The Effective Manager shows you how to turn good into great with clear, actionable, expert guidance.




Call Center Technology Demystified


Book Description

Call Center Technology Demystified clarifies the sometimes complex and often confusing array of technologies that enable call center success. This book will lead you through the labyrinth of customer contact technology jargon, common misperceptions and marketing hype to help you align technology with business needs and optimize your technology investments




Advice from a Call Center Geek


Book Description

"Advice from a Call Center Geek: Rethinking Call Center Operations is a field manual for the 21st century contact center. Practical, poignant, and funny, Tom dishes out amazing real-world advice that has made his organization successful. From culture to education to incentives, Tom addresses the key areas to make your contact center world-class!"Paul HerdmanHead of Customer ExperienceNICE inContactAdvice From a Call Center Geek takes a look at a new way of running today's high end contact center. Tom Laird, the CEO of award winning Expivia Interaction Marketing, 600 seat BPO call center guides you through the process of developing a world class operation.This book will take you through the process of evaluating and changing your call center's culture, how to look beyond a resume to hire the "right" associates and show you how to educate for quality while maintaining high level management. Advice from a Call Center Geek will make you rethink how the call center manager of today should be looking at running their call center.




Call Center Optimization


Book Description

This book gives an accessible overview of the role and potential of mathematical optimization in call centers. It deals extensively with all aspects of workforce management, but also with topics such as call routing and the scheduling of multiple channels. It does so without going into the mathematics, but by focusing on understanding its consequences. This way the reader will get familiar with workload forecasting, the Erlang formulas, simulation, and so forth, and learn how to improve call center performance using it. The book is primarily meant for call center professionals involved in planning and business analytics, but also call center managers and researchers will find it useful. There is an accompanying website which contains several online calculators.




Nearest Neighbor Search:


Book Description

Modern applications are both data and computationally intensive and require the storage and manipulation of voluminous traditional (alphanumeric) and nontraditional data sets (images, text, geometric objects, time-series). Examples of such emerging application domains are: Geographical Information Systems (GIS), Multimedia Information Systems, CAD/CAM, Time-Series Analysis, Medical Information Sstems, On-Line Analytical Processing (OLAP), and Data Mining. These applications pose diverse requirements with respect to the information and the operations that need to be supported. From the database perspective, new techniques and tools therefore need to be developed towards increased processing efficiency. This monograph explores the way spatial database management systems aim at supporting queries that involve the space characteristics of the underlying data, and discusses query processing techniques for nearest neighbor queries. It provides both basic concepts and state-of-the-art results in spatial databases and parallel processing research, and studies numerous applications of nearest neighbor queries.




Designing Training Programs


Book Description

First published in 1994. This new edition could be the single most important tool HRD professionals can have to create cost-effective, productivity-oriented training programs. It updates the unique training model, called the Critical Events Model, which HRD professionals can adapt to their particular training situation. The model is presented in a series of steps called events that provide the designer with a straightforward system for designing training programs to improve performance and efficiency in the workplace.