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.
TAGS:
Operations Management, Abandonment, Accuracy, Key Call Center Metrics, Average handle time, Average speed of answer, Calls per hour, Cost-per-Call, Customer satisfaction, Employee satisfaction, First-call resolution, Forecast accuracy, Occupancy, Quality, Response time, Sales metrics, Service Level, Turnover, Quality Monitoring, Workforce Management/Staffing, People Management, Technology
