An exceptional resource for all contact center managers.

Available only from ICMI, comprehensive handbooks/study guides are custom-written with a focus on each of the four CIAC certification modules.

Includes comprehensive:

• Content
• Self-assessment tool
• Exercises
• Glossary of terms
• List of references

Thoroughly tested by CIAC participants, these guides have received rave reviews for their usability and clarity.

Call Center People Management Handbook and Study Guide By: ICMI This handbook/study guide is part one of ICMI's comprehensive, four-part series on call center management. Topics in this handbook include the following: Organizational structure Staffing Hiring and retention Turnover Training Performance objectives Monitoring and coaching Motivation and culture Career development Legal and regulatory issues Learn More

Call Center Operations Management Handbook and Study Guide By: ICMI This handbook is part two of ICMI’s comprehensive, four-part series on call center management. Topics in this handbook include the following: Service level and response time Real-time management Key performance indicators Forecasting the workload Staff calculations and queue dynamics Scheduling principles and methodologies Call center technologies Site selection and facilities Disaster recovery Legal and regulatory issues Learn More

Call Center Customer Relationship Management Handbook and Study Guide By: ICMI This handbook is part three of ICMI's comprehensive, four-part series on call center management. Topics covered in this handbook include the following: Key principles of customer relationship management The value of customer satisfaction and loyalty The call center’s role in customer relationship management Defining and segmenting customers Measuring customer satisfaction Creating effective strategies Establishing effective objectives Building cross-functional processes Providing enabling technologies Establishing supporting processes Learn More

Call Center Leadership and Business Management Handbook and Study Guide By: ICMI This handbook is part four of ICMI's comprehensive, four-part series on call center management. Topics covered in this handbook include the following: Vision, mission and strategy The call center’s contribution to value Call center leadership Effective communication The call center’s emerging role The business, legal and regulatory environments Improving operational results Managing contractual relationships Developing effective budgets Understanding financial methodologies Learn More