This handbook is part three of ICMI's comprehensive, four-part series on call center management, which includes people management, operations management, custom

This handbook is part four of ICMI's comprehensive, four-part series on call center management, which includes people management, operations management, custome

This handbook is part two of ICMI's comprehensive, four-part series on call center management, which includes people management, operations management, customer

This handbook/study guide is part one of ICMI's comprehensive, four-part series on call center management, which includes people management, operations manageme

To compete in today's competitive marketplace, customer focus is no longer simply nice to have—it's a fundamental mandate. This book is a manager's best frien