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| Call Center People Management Handbook and Study Guide |  | | Author: Brad Cleveland & Debbie Harne | | |
 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.
Click below to purchase online this book:
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