Books & Software

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The ICMI Guide to Serving Customers Socially (eBook)

The 5 key steps necessary to successfully deliver customer service through social channels.

Author: Brad Cleveland

$10

Downloadable

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Call Center Management on Fast Forward: Succeeding in the New Era of Customer Relationships

Call Center Management on Fast Forward is the most widely read book on call center/contact center management available today. Trusted for its accuracy, clarity and proven guidance, it has become required reading in organizations around the world.

Author: Brad Cleveland

$39.95

Shippable

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Call Center Management on Fast Forward: Succeeding in the New Era of Customer Relationships (eBook)

Call Center Management on Fast Forward is the most widely read book on call center/contact center management available today. Trusted for its accuracy, clarity and proven guidance, it has become required reading in organizations around the world.

Author: Brad Cleveland

$24.95

Downloadable

Add to Cart  

QueueView: A Staffing Calculator for Windows

This easy-to-use software package includes QueueView and other software files. It utilizes Erlang C and Erlang B calculations to predict agents and trunks required.

$49.95

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QueueView Download: A Staffing Calculator for Windows

This easy-to-use software package includes QueueView and other software files. It utilizes Erlang C and Erlang B calculations to predict agents and trunks required.

$49.95

Downloadable

Add to Cart  

Survey Pain Relief: Transforming Customer Insights into Action

Learn how to avoid it, and reveal how to transform customer insights into action by offering concrete examples of how to properly conduct survey research that will yield valid, interpretable results that can be communicated to executives, operations management, supervisors and frontline staff—and save billions!

Author: Jodie Monger & Debra Perkins

$34.95

Shippable

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ICMI's Pocket Guide to Call Center Management Terms

This 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.

Author: Brad Cleveland

$5.95

Shippable

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Call Center Technology Demystified: The No-Nonsense Guide to Bridging Customer Contact Technology

This book will lead you through the labyrinth of customer contact technology jargon, common misperceptions and marketing hype to help you align technology with business needs and optimize your technology investments.

Author: Lori Bocklund and Dave Bengtson

$39.95

Shippable

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Better to Be a Good Machine than a Bad Person: Speech Recognition and Other Exotic User

Author Bruce Balentine offers a satirical insider’s perspective of the IVR and speech recognition industry.

Author: Bruce Balentine

$29.95

Shippable

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How to Build a Speech Recognition Application: A Style Guide for Telephony Dialogues

The most thorough, practical step-by-step book ever written about speech recognition by design and development experts.

Author: Bruce Balentine, David P. Morgan

$29.95

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