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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

Add to Cart  

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 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  

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

Shippable

Add to Cart  


QuickPoll

If you cross-train your representatives to handle multiple contact types and/or channels, what impact do you see on productivity and quality when you periodically rotate them through channels?

Productivity decreases
Quality decreases
Productivity and quality decrease
No impact on quality or productivity
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