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Call Center Operations Management Handbook and Study Guide (ICMI's Handbook/Study Guide)
Call Center Operations Management Handbook and Study Guide - ICMI's Handbook/Study Guide
Author: Brad Cleveland, Debbie Harne
Call center operations is a specialized management field with its own theories and terminology. The fundamental dynamics of the randomly arriving call center workload create multiple challenges in the areas of forecasting, staffing, technology and facilities management. A firm understanding of these challenges is required for a call center leade...  more »
ISBN-13: 9780970950758
ISBN-10: 0970950756
Publication Date: 2/1/2003
Pages: 474
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Publisher: ICMI Press (International Customer Management
Book Type: Paperback
Members Wishing: 0
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