Help Desk Books
Call Center Management
Automation Aids
Online Support
Customer Satisfaction
Knock Your Socks Off
Help Desk Institute
Telecom Books
Communication Skills
Call Center Monitoring
Bargain Books (50% off!)


Title Index
Subject Index
Catalog Index

Email the Librarian
Shipping Options

An Abbreviated Guide to Incoming Call Center Terms, by ICMI, softcover pocket guide, 44 pages, $5.95.



One of the problems in the call center profession is that it lacks a standards committee to help decide what terms we're all going to use.  Industry terms vary by country, supplier, and organization.  Another challenge is that so many terms are flatly misleading.  Surely we could have done better that "voice response unit, "automatic call distributor," or even "call center".  And, is a call center also a help desk?  Sometimes.  Is a help desk a reservations center?  No.  Is a reservations center a call center?  Usually.  Good grief!

The primary mission of this little pocket-sized booklet is to give you the standard usage of the most common terms in the industry.


Seven Things You Should Know About Incoming Call Centers



The Resource Center for Customer Service Professionals
Tel: (708) 246-0320   Fax: (708) 246-0251

Copyright © 2003-2008 Resource Center for Customer Service Professionals.  All rights reserved.
Last modified September 17, 2008