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

By Brad Cleveland

ICMI's Call Center Management Dictionary is a practical, comprehensive reference for customer contact professionals, covering measurements, objectives, reporting, analysis, forecasting, planning, monitoring, coaching, quality, performance improvement, human resources, training, customer behavior, marketing, technologies, budgeting, finance, strategy, industry acronyms, and much 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, make better decisions, improve customer services and build your career. Book jacket.

• Format: Paperback
• Language: English
• ISBN: 0965909352
• ISBN13: 9780965909358
• Release Date: April 2003
• Publisher: ICMI Press (International Cust
• Length: 209 Pages
• Weight: 0.05 lbs.
• Dimensions: 9.1" x 0.6" x 6.1"