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

Brad Cleveland (Author)

Book Description

Publication Date: April 1, 2003

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.

Editorial Reviews

Review

"ICMI's Call Center Management Dictionary is a first-class work and a much-needed tool..." -- Ron Zemke

"In 20 years of running call centers, ICMI methodologies in training were the best... this Dictionary is another great resource." -- Craige Howlett, Manager, Stanford Call Center Operations, Communications and Networking Services, Stanford University

"This is the ideal keep-at-your elbow resource every call center professional needs." -- Shelley Elkins, Director, Global Consumer Communications, Estée Lauder Companies

About the Author

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.

Product Details

• Paperback: 209 pages
• Publisher: ICMI Press (International Customer Management (April 1, 2003)
• Language: English
• ISBN-10: 0965909352
• ISBN-13: 978-0965909358
• Product Dimensions: 9.1 x 6.1 x 0.6 inches
• Shipping Weight: 12 ounces (View shipping rates and policies)
• Average Customer Review: 5.0 out of 5 stars  See all reviews (1 customer review)
• Amazon Best Sellers Rank: #1,805,304 in Books (See Top 100 in Books)

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Customer Reviews

Most Helpful Customer Reviews

5.0 out of 5 stars Very complete and insightful, September 27, 2010

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This review is from: ICMI's Call Center Management Dictionary: The Essential Reference for Contact Center, Help Desk and Customer Care Professionals (Paperback)

It's a big surprise nobody has written a review for this book! I recently purchased this book; thus, I'm a developing BPO professional and so far I love it! This book is definitely a MUST-HAVE for all contact center professionals. It has a complete range of definitions and it expands terminology relevant to all aspects of a contact center from operations to technology to training and much more...