Call Center People Management Handbook and Study Guide [Paperback]

Brad Cleveland (Author), Debbie Harne (Author)

Book Description

ISBN-10: 0970950748 | ISBN-13: 978-0970950741 | Publication Date: February 1, 2003

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.

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 for the quality and direction of ICMI’s instructor-led and Web-based management seminars.

Product Details

• Paperback: 476 pages
• Publisher: ICMI Press (International Customer Management (February 1, 2003)
• Language: English
• ISBN-10: 0970950748
• ISBN-13: 978-0970950741
• Product Dimensions: 10.7 x 8.3 x 1.4 inches
• Shipping Weight: 3.3 pounds (View shipping rates and policies)
• Amazon Best Sellers Rank: #2,726,040 in Books (See Top 100 in Books)