Desk & Support Center
Written by Brad Cleveland the president of ICMI and one of the world's foremost authorities on call center management and customer services, Call Center Management on Fast Forward has been the industry's standard reference on running a call center operation since it was originally published in 1997. Many of the processes and policies currently in place in leading service organizations around the world were developed from the books guidelines and suggestions. The updated and expanded edition provides a much-needed update that addresses the dramatic changes that have occurred in the call center industry over the years.
The industry's #1 selling book on call center management is the most comprehensive source available on running a call center. It covers every aspect of call center management including, service level, forecasting, scheduling, resource calculations, metrics, quality, budgeting, reporting, strategy and key enabling technologies, in a format that is well-organized and easy to understand.
The updated and expanded edition contains important new information, including:
Table of Contents
Appendix: Sample Job Description for Incoming Call Center Managers
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Last modified January 9, 2012