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

by Brad Cleveland

Book Overview

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...

• Format: Paperback
• Language: English
• ISBN: 0965909352
• ISBN13: 9780965909358
• Release Date: April 2003
• Publisher: ICMI Press (International Customer Management
• Length: 222 Pages
• Weight: 0.80 lbs.
• Dimensions: 0.6" x 6.1" x 9.1"