ICMI's Call Center Management Dictionary: The Essential Reference for Contact Center, Help Desk and Customer Care Professionals - Softcover

 
9780965909358: ICMI's Call Center Management Dictionary: The Essential Reference for Contact Center, Help Desk and Customer Care Professionals
Softcover
ISBN 10: 0965909352 ISBN 13: 9780965909358

Inhaltsangabe

ICMI's Call Center Management Dictionary is a practical, comprehensive reference for customer contact professionals. This essential resource covers a host of subjects, including, but not limited to, measurements, objectives, reporting, analysis, forecasting, planning, monitoring, coaching, quality, performance, improvement, human resources, training, customer behavior, marketing, technologies, budgeting, finance, strategy, industry acronyms, and more!

Accurate and easy to use, ICMI’s Call Center Management Dictionary is designed to cut through the clutter and confusion in today's terminology, so that you can communicate more effectively, improve customer services and make better decisions that will help build your career.

1072 acronyms and terms, 41 graphs and tables.

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Über die Autorin bzw. den Autor

Brad Cleveland, President and CEO of Incoming Calls Management Institute (ICMI), based in Annapolis , Maryland. Recognized for his pioneering work in call center management methodologies, he has delivered keynotes, seminars and consulting services in over 25 countries. Brad is co-author of the industry's best-selling book, Call Center Management on Fast Forward: Succeeding in Today's Dynamic Inbound Environment.

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Erscheinungsdatum
1601
Sprache
Englisch
ISBN 10 
0965909352
ISBN 13 
9780965909358
Einband
Taschenbuch
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