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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Add this copy of Call Center Operations Management Handbook and Study to cart. $11.56, good condition, Sold by HPB-Red rated 5.0 out of 5 stars, ships from Dallas, TX, UNITED STATES, published 2003 by Call Center Press.
Edition:
2003, ICMI Press (International Customer Management Institute)
Publisher:
ICMI Press (International Customer Management Institute)
Published:
2003
Language:
English
Alibris ID:
18072521945
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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!
Add this copy of Call Center Operations Management Handbook and Study to cart. $20.76, good condition, Sold by Idaho Youth Ranch Books rated 5.0 out of 5 stars, ships from Boise, ID, UNITED STATES, published 2003 by ICMI Press (International Customer Management Institute).
Edition:
2003, ICMI Press (International Customer Management Institute)
Publisher:
ICMI Press (International Customer Management Institute)
Published:
2003
Language:
English
Alibris ID:
18330847035
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Good. A copy that has been read, but remains in clean condition. All pages are intact, and the cover is intact (including dust cover, if applicable). The spine may show signs of wear. Pages can include limited notes and highlighting, and the copy can include "From the library of" labels or limited small stickers. Book may have a remainder mark or be a price cutter.
Add this copy of Call Center Operations Management Handbook and Study to cart. $28.69, good condition, Sold by KeepsBooks rated 5.0 out of 5 stars, ships from Wilmington, IL, UNITED STATES, published 2003 by Call Center Press.
Edition:
2003, ICMI Press (International Customer Management Institute)
Add this copy of Call Center Operations Management Handbook and Study to cart. $54.25, good condition, Sold by Bonita rated 4.0 out of 5 stars, ships from Santa Clarita, CA, UNITED STATES, published 2003 by ICMI Press (International Cust.
Edition:
2003, ICMI Press (International Customer Management Institute)
Add this copy of Call Center Operations Management Handbook and Study to cart. $62.81, fair condition, Sold by Seagull Bookshop rated 5.0 out of 5 stars, ships from Hove, EAST SUSSEX, UNITED KINGDOM, published 2003 by ICMI Press (International Customer Management.
Edition:
2003, ICMI Press (International Customer Management Institute)
Publisher:
ICMI Press (International Customer Management Institute)
Published:
2003
Language:
English
Alibris ID:
17733701306
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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.
Add this copy of Call Center Operations Management Handbook and Study to cart. $65.28, new condition, Sold by Just one more Chapter rated 3.0 out of 5 stars, ships from Miramar, FL, UNITED STATES, published 2003 by ICMI Press (International Cust.
Edition:
2003, ICMI Press (International Customer Management Institute)
Add this copy of Call Center Operations Management Handbook and Study to cart. $147.12, new condition, Sold by GridFreed rated 5.0 out of 5 stars, ships from North Las Vegas, NV, UNITED STATES, published 2003 by ICMI Press (International Customer Management.
Edition:
2003, ICMI Press (International Customer Management Institute)
