Call centers vary tremendously in size and mission, but ICMI has found that the best managed call centers around the world have a number of qualities in common.
In this special report, ICMI senior advisor and former president and CEO, Brad Cleveland, explains what these traits are and lays out a blueprint for call center managers who seek to make their call center one of the very best.
27 pages, PDF download (requires Adobe Acrobat or Reader)
TAGS:
Operations Management, Customer Satisfaction Measurement/Management, Workforce Management/Staffing, People Management, Employee Motivation and Retention, People Development, Strategic Value, Technology
