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Call Center Operations Management Handbook and Study Guide (ICMIs Handbook/Study Guide)
Call Center Operations Management Handbook and Study Guide (ICMIs Handbook/Study Guide) by Brad Cleveland, Debbie Harne 0970950756 9780970950758
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Call Center Operations Management Handbook and Study Guide (ICMIs Handbook/Study Guide) by Brad Cleveland, Debbie Harne

This handbook is part two of ICMIs comprehensive, four-part series on call center management, which includes people management, operations management, customer relationship management, and leadership and business management. <BR>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 todays centers. The guide,closes with site selection, call center design, health and safety issues, and disaster recovery principles.

Author: Brad Cleveland, Debbie Harne

Language: English

Edition: 2, illustrated

Binding: Paperback

Pages: 474

Publisher: ICMI Press (International Customer Management

Publication Date: 2003-02-01

Our Price: $23.29

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ISBN: 0970950756


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Brad Cleveland, Debbie Harne (Edition: 2, illustrated) Paperback


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