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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

By what quality monitoring criteria do you measure an agent's ability to build rapport with a customer?

Agents are required to use the customer's name a minimum number of times during the contact
Agents are encouraged to use the customer's name however and whenever appropriate during the contact
An agent's ability to build rapport with a customer is measured by another criteria that is unrelated to name usage
Our quality monitoring criteria does not measure an agents ability to build rapport with a customer
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