Call Center Leadership and Business Management Handbook and Study Guide [Paperback]

Brad Cleveland (Author), Debbie Harne (Author)

Book Description

Publication Date: February 1, 2003 | ISBN-10: 0970950772 | ISBN-13: 978-0970950772

Call center professionals continue to grow in stature as the call center’s value contribution is heightened within organizations. As call centers handle increasingly complex transactions and provide other departments with vital customer information, leaders must be equipped to combine specialized call center knowledge with sound management practices.

The study guides series concludes with an examination of those principles and practices that are vital to the call center leader. The Call Center Leadership and Business Management Handbook and Study Guide applies proven leadership and business practices to the call center environment. The study guide opens with guidance on developing an effective vision, mission, strategy and valuation model. Next, it explores leadership and communication best practices and highlights those skills and aptitudes that are most important in the call center. The unique environment of the call center is discussed next, with a focus on navigating future trends and requirements. The fourth section of the guide provides professionals with solid principles on developing business plans, improving operations and managing contracts. The study guide comes to a close with an overview of financial principles that call center professionals should understand.

Editorial Reviews

Review

Anyone working in a call center will benefit from the manuals! Information is so relevant to life in call centers. -- Cadmore Lewis, Operations Manager, Rogers Cable (Canada)

If you value customer care as a key component of your corporate strategy, this series is a gold mine! -- Gary Reynolds, Senior Vice President of Customer Service, Airborne Express

About the Author

Brad Cleveland is 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.

Debbie Harne is Director of Educational Services for ICMI, and spearheaded the launch of ICMI Membership, a network of management professionals from over 40 countries. With a background in training and education, Debbie has been instrumental in developing ICMI’s technology-based educational services, and has responsibilities

Product Details

• Paperback: 434 pages
• Publisher: ICMI Press (International Customer Management (February 1, 2003)
• Language: English
• ISBN-10: 0970950772
• ISBN-13: 978-0970950772
• Product Dimensions: 10.7 x 8.4 x 1.1 inches
• Shipping Weight: 2.6 pounds (View shipping rates and policies)
• Average Customer Review: 4.0 out of 5 stars  See all reviews (1 customer review)
• Amazon Best Sellers Rank: #2,697,112 in Books (See Top 100 in Books)

Customer Reviews

Most Helpful Customer Reviews

2 of 2 people found the following review helpful:

4.0 out of 5 stars Excellent Handbook, March 15, 2008

By 

Nahal Khalifah "Nahal Khalifa" (Jeddah, Saudi Arabia) - See all my reviews
(REAL NAME)   

This review is from: Call Center Leadership and Business Management Handbook and Study Guide (Paperback)

I am a certified CIAC - OM. This book is a must in order to pass the test or to get the stratigic prospective of an organization. However, I think the price is exaggerated! I mean you can find books that gives the same info with a much affordable price! Sorry for that! but this is my honest opinion.

Anyway, It's a grate book!