Call Center Operations Management Handbook and Study Guide (ICMI's Handbook/Study Guide) [Paperback]

Brad Cleveland (Author), Debbie Harne (Author)

Book Description

Publication Date: February 1, 2003 | ISBN-10: 0970950756 | ISBN-13: 978-0970950758

Call center operations is a specialized management field with its own theories and terminology. The fundamental dynamics of the randomly arriving call center workload create multiple challenges in the areas of forecasting, staffing, technology and facilities management. A firm understanding of these challenges is required for a call center leader to accomplish the objectives of the organization and satisfy customers.

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.

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: 474 pages
• Publisher: ICMI Press (International Customer Management (February 1, 2003)
• Language: English
• ISBN-10: 0970950756
• ISBN-13: 978-0970950758
• Product Dimensions: 11.1 x 8.3 x 1.1 inches
• Shipping Weight: 3.3 pounds
• Average Customer Review: 4.0 out of 5 stars  See all reviews (1 customer review)
• Amazon Best Sellers Rank: #1,455,996 in Books (See Top 100 in Books)

Customer Reviews

Most Helpful Customer Reviews

1 of 1 people found the following review helpful:

4.0 out of 5 stars Very Good...BUT, February 15, 2007

By 

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

This review is from: Call Center Operations Management Handbook and Study Guide (ICMI's Handbook/Study Guide) (Paperback)

I own the newest version, which is Version 2.1. I did not read the old one. However, you should buy the newest version in order to be prepared for the CIAC test. Unfortunately, it seems Amazon does not offer it!!

Anyways, It is a very good study guide for preparing for the CIAC-OM. Of course even if you don't want to use it or the test, you can surly get lots of information to advance you career in the call centre, and how to make things right and optimal.

The best thing in this book, is that it covers both the Operational track and the Strategic track.

Since it is the only official study guide, it should have contained some questions that simulates the exams. But it does not (For that reason I gave it 4 stars. Anyways, if you read the material, answer the book's questions, and do buy the practice test from the CIAC website the you would be good to go for the test.

GOOD LUCK