Call Center People Management Handbook and Study Guide

The ICMI study guide series begins with this important topic people management. The Call Center People Management Handbook and Study Guide covers competencies related to the effective hiring, management and development of call center employees. The study guide begins by covering the design of an effective call center organizational structure, including the development of job descriptions, job evaluations and staffing plans. The second section of the guide focuses on acquiring the people with the skills and aptitudes to make the call center successful. Next, training and development are discussed with an emphasis placed on creating an ongoing learning environment that encourages self-development. Performance improvement follows with a section devoted to the particular monitoring, coaching and performance measurement challenges of call centers. Finally, the guide concludes with topics that will maximize human resources, including career paths, effective culture and team-building.