An exceptional resource for all contact center managers.

This handbook is part three of ICMI's comprehensive, four-part series on call center management, which includes people management, operations management, customer relationship management, and leadership and business management. Topics in Customer Relationship Management include:

• 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

Well-organized and thoughtfully arranged for easy study and reference, these guides include comprehensive content, a self-assessment tool, exercises, a glossary of terms, and lists of references. This series belongs on the desk of any director, manager or analyst responsible for call center (contact center, help desk) strategy or management.

This handbook is part four of ICMI's comprehensive, four-part series on call center management, which includes people management, operations management, customer relationship management, and leadership and business management. Topics in Leadership and Business Management include:

• 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

Well-organized and thoughtfully arranged for easy study and reference, these guides include comprehensive content, a self-assessment tool, exercises, a glossary of terms, and lists of references. This series belongs on the desk of any director, manager or analyst responsible for call center (contact center, help desk) strategy or management.

This handbook is part two of ICMI’s comprehensive, four-part series on call center management, which includes people management, operations management, customer relationship management, and leadership and business management. Topics in Operations Management include:

• 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

Well-organized and thoughtfully arranged for easy study and reference, these guides include comprehensive content, a self-assessment tool, exercises, a glossary of terms, and lists of references. This series belongs on the desk of any director, manager or analyst responsible for call center (contact center, help desk) strategy or management.

This handbook/study guide is part one of ICMI's comprehensive, four-part series on call center management, which includes people management, operations management, customer relationship management, and leadership and business management. Topics in People Management include:

• Organizational structure
• Staffing
• Hiring and retention
• Turnover
• Training
• Performance objectives
• Monitoring and coaching
• Motivation and culture
• Career development
• Legal and regulatory issues

Well-organized and thoughtfully arranged for easy study and reference, these guides include comprehensive content, a self-assessment tool, exercises, a glossary of terms, and lists of references. This series belongs on the desk of any director, manager or analyst responsible for call center (contact center, help desk) strategy or management.