Cost Performance

ICMI's Pocket Guide to Call Center Management Terms

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A convenient, portable reference of terms. At 3.5 by 5 inches, the book is small enough to fit in a busy manager's pocket, yet it's packed with industry acronyms and concise definitions of more than 500 call center industry terms.

148 pages.

Operations Management, Cost Performance, Customer Satisfaction Measurement/Management, Metrics/Performance Measurement

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1 Explanation of ACD Service Level?
Amanda Reth - 1 answer
1 Average Shrinkage?
Nina Westvold - 1 answer
5 Removing <10 Second Abandons at Skill Level?
Mary Wierbicki - 5 answers
1 Formula for Agents Needed?
Mohamed Haqqi - 1 answer
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