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 ...
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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.
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Publisher:
ICMI Press (International Customer Management Institute)
Published:
2003
Language:
English
Alibris ID:
17733701306
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Seller's Description:
Fair. Size: 11x8x1; Has some light general reading/shelfwear, with some occasional underlining in pencil and highlighting in luminous pen-otherwise this is a clean, tight copy. Quick dispatch from the UK.
Publisher:
ICMI Press (International Customer Management Institute)
Published:
2003
Language:
English
Alibris ID:
18072521945
Shipping Options:
Standard Shipping: $4.61
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Seller's Description:
Good. Connecting readers with great books since 1972! Used textbooks may not include companion materials such as access codes, etc. May have some wear or writing/highlighting. We ship orders daily and Customer Service is our top priority!
Publisher:
ICMI Press (International Customer Management Institute)
Published:
2003
Language:
English
Alibris ID:
18080187292
Shipping Options:
Standard Shipping: $4.61
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Seller's Description:
Good. Connecting readers with great books since 1972! Used textbooks may not include companion materials such as access codes, etc. May have some wear or writing/highlighting. We ship orders daily and Customer Service is our top priority!
Publisher:
ICMI Press (International Customer Management Institute)
Published:
2003
Language:
English
Alibris ID:
18128192065
Shipping Options:
Standard Shipping: $4.61
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Seller's Description:
Book is in good condition and may include underlining highlighting and minimal wear. The book can also include From the library of labels. May not contain miscellaneous items toys dvds etc. We offer 100% money back guarantee and 24 7 customer service.
