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

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Item description for ICMI's Pocket Guide to Call Center Management Terms: The Essential Reference for Contact Center, Help Desk and Customer Care Professionals by Brad Cleveland...

Everything in the call center industry seems to be expanding-contact channels, customer, and employee expectations, technology options and the overall role of the call center. While the ICMI's Pocket Guide to Call Center Management Terms may be diminutive in nature, it can have a big impact on the knowledge, eloquence and insight of those working in this dynamic profession.

With a comprehensive-though compact-guide to just about every industry acronym, as well as concise definitions of every term a manager or supervisor should know, The Pocket Guide aims to promote consistency and clarity in the way that call center professional worldwide communicate, cooperate, and strive to understand this exciting field.



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Item Specifications...


Pages   152
Est. Packaging Dimensions:   Length: 5" Width: 3.5" Height: 0.6"
Weight:   0.1 lbs.
Binding  Softcover
Publisher   Call Center Press
ISBN  1932558004  
ISBN13  9781932558005  


Availability  0 units.


More About Brad Cleveland


Register your artisan biography and upload your photo! Cleveland is president of Incoming Calls Management Institute (ICMI), based in Annapolis, Maryland.

Brad Cleveland currently resides in Annapolis, in the state of Maryland.

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Product Categories

1Books > Special Features > New & Used Textbooks > Business & Finance > Marketing
2Books > Subjects > Business & Investing > Management & Leadership > Teams
3Books > Subjects > Business & Investing > Marketing & Sales > Marketing > Telemarketing
4Books > Subjects > Computers & Internet > Digital Business & Culture > Technical Support



Reviews - What do customers think about ICMI's Pocket Guide to Call Center Management Terms: The Essential Reference for Contact Center, Help Desk and Customer Care Professionals?

An excelent help for call center professionals  Dec 28, 2006
I have a 10-year experience in the Call Center Industry. However, like many other Call center professionals, I find it quite difficult to fully understand the wide variety of technical terms used within the Industry.
This is a cheap, very reliable little dictionary that makes the difference every day at work - you can take it everywhere and it presents a full explanation of the most important Call center management terms.
There is a full-size version from the same authors "ICMI's Call Center Management Dictionary: The Essential Reference for Contact Center, Help Desk and Customer Care Professionals", but I haven't ordered it. Congratulations to ICMI and Brad Cleveland.
 

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