Call Center People Management Handbook and Study Guide
Download or Read eBook Call Center People Management Handbook and Study Guide PDF written by Brad Cleveland and published by ICMI Press (International Customer Management Institute). This book was released on 2004 with total page 476 pages. Available in PDF, EPUB and Kindle.
Author | : Brad Cleveland |
Publisher | : ICMI Press (International Customer Management Institute) |
Total Pages | : 476 |
Release | : 2004 |
ISBN-10 | : 0970950748 |
ISBN-13 | : 9780970950741 |
Rating | : 4/5 (48 Downloads) |
Book Synopsis Call Center People Management Handbook and Study Guide by : Brad Cleveland
Book excerpt: 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