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9780965909358

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

by
  • ISBN13:

    9780965909358

  • ISBN10:

    0965909352

  • Format: Paperback
  • Copyright: 2003-04-01
  • Publisher: ICMI Press (International Customer Management
  • Purchase Benefits
List Price: $24.95

Summary

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 Biography

Brad Cleveland is President and CEO of Incoming Calls Management Institute (ICMI), and Publisher of Call Center Management Review. Recognized for his pioneering work in call center management methodologies, he has delivered keynotes, seminars and consulting services in over 25 countries

Table of Contents

Introductionp. xix
Acronyms and Abbreviationsp. 1
Terms and Definitionsp. 7
Sourcesp. 211
About ICMIp. 215
How to Contact the Authorp. 217
Table of Contents provided by Ingram. All Rights Reserved.

Supplemental Materials

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