Call Center Management Process [Infographic]

The infographic below illustrates the basics of what's involved in planning and managing a contact center. Choosing service levels, collecting data, forecasting workloads, calculating staff, system resources, shrinkage, organizing schedules, calculating costs, and doing it all again for different call volumes. You face real challenges at every step when inheriting, starting, and managing a call center organization.

Attend the ICMI Training Symposium September 24-27 in San Diego, CA, and get the solutions and takeaways needed to implement these critical steps - and add strategic value to your center.

The International Customer Management Institute (ICMI) is the leading global provider of comprehensive resources for customer management professionals – from frontline agents to executives – who wish to improve customer experiences and increase efficiencies at every level of the contact center. Since 1985, ICMI has helped more than 50,000 organizations in 167 countries through training, events, certification, consulting, and informational resources. ICMI’s experienced and dedicated team of industry insiders, trainers, and consultants are committed to helping you raise the strategic value of your contact center, optimize your operations and improve your customer service. Discover why 99% of our community members say they'd recommend ICMI to a colleague.