ICMI's Pocket Guide to Call Center Management Terms

About this book

Everything in the call center industry seems to be expandingcontact channels customer and employee expectations technology options and the overall role of the call center. With so much growth and expansion we at ICMI thought it might be refreshing to introduce something small enough to fit inside a busy managers pocket. But dont let the size fool you. While ICMIs Pocket Guide to Call Center Management Terms may be diminutive in nature it can have a big impact on the knowledge eloquence and insight of those working in this dynamic profession. With a comprehensivethough compactguide to just about every industry acronym as well as concise definitions of every term a manager or supervisor should know this pocket guide aims to promote consistency and clarity in the way that call center professionals worldwide communicate cooperate and strive to understand this exciting field.