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.
Operations Management, Abandonment, Accuracy, Key Call Center Metrics
The industry’s No. 1 selling book on call center management! Now available in eBook format, Call Center Management on Fast Forward is the most comprehensive source available on running a call center. This book, dubbed the "Call Center Bible", covers every aspect of call center management—service level, forecasting, scheduling, resource calculations, metrics, quality, budgeting, reporting, strategy and key enabling technologies—in a format that is well-organized and easy to understand.
The updated and expanded edition contains important new information, including:
- Trends in customer expectations
- Best practices in performance reports and objectives
- How to create an effective customer access strategy appropriate for today’s environment
- How to manage multichannel contacts with quality
- New technologies—and how they’re changing customer contact services
- Improving the call center’s strategic impact and ROI
- New case studies and examples from Wells Fargo, Starbucks, Aetna and many others
Please note: Due to the size of this file, it may take up to 10 minutes to download, depending on the speed of your connection.
Service Level, Forecast accuracy, Forecasting, Scheduling
Welcome to the world of frontline leadership! It’s very different than what you were doing before. For that reason, the skills and attributes that you must bring to the job are very different, too. In this third volume of the Call Center Handbook Series, author Cliff Hurst equips you for the challenges of a leadership role by explaining:
- Why leadership is so critical in call centers
- Theories of Motivation: What makes your people “tick”?
- Time management: Where does your time go?
- How to improve your staff’s performance through monitoring and coaching
- Trends that will influence the way you lead
Quality Monitoring, Coaching/Feedback, Supervisor Training, Supervisor Selection
An important part of any successful call monitoring program is the actual form used to evaluate agents. To show the breadth of performance criteria, the varying level of procedural complexity and detail, and the spectrum of scoring mechanisms in use today, we sifted through hundreds of forms submitted to us. This electronic book (PDF) provides call center professionals with a wide array of "real" examples of monitoring forms being used in enterprises today. Plus, we’ve included "how to" articles from Call Center Management Review to help you create not only an effective monitoring form, but design the best type of monitoring program for your particular call center.
Section 1: "How To" Articles from Call Center Management Review
- Monitoring Practices Recommended by ICMI and Call Center Management Review
- Six Ways to Leverage Your Monitoring Program
- Don't Miss the Mark on Call Monitoring
- Understanding the "Big Three" Monitoring Methods
- Understanding and Overcoming Agent Resistance to Monitoring
- Proven Tips for Effective Feedback and Coaching
- Creating a Successful Peer Monitoring Program for Your Call Center
- Electronic Call Monitoring Systems: Tools to Enhance Coaching and Quality
Section 2: Sample Monitoring Forms by Industry
- Financial Services
- Insurance
- Healthcare
- Retail/Catalog/Online Sales
- Utilities
- Computer/Internet Services
- Publishing
- Service Bureau (Outsourcers)
- Miscellaneous
Section 3
- Sample Email/Correspondence Monitoring Forms
Section 4
- Sample Coaching/Action Plan Forms
163 pages, PDF download (requires Adobe Acrobat or Reader)
Quality Monitoring, Coaching/Feedback, Monitoring Forms/Ratings, Monitoring methods
3 Must-Have Books for the Superior Call Center Agent
- Strengthen your body
- Develop a healthy attitude
- Improve your personal relationships
- Lift your spirits
- Control your job
- Improve your environment at work and at home
- Develop self-understanding
- Improve your mind
- Control your emotions
- Live a healthy lifestyle
- Are you ready to turn your job into a career?
- Have you ever wanted to get more out of your job than just a paycheck?
- Do you wonder about your call center operation’s bigger picture—and where you fit in?
- How can you tell when you’re doing an excellent job?
- How can you become more competent and confident in your new career as quickly as possible?
- Why leadership is so critical in call centers
- Theories of Motivation: What makes your people “tick”?
- Time management: Where does your time go?
- How to improve your staff’s performance through monitoring and coaching
- Trends that will influence the way you lead
Agent Health/Wellness, Personal issues, People Development, Soft skills
