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

This is the only book available today that provides a very readable, step-by-step guide for managing an incoming call center. The book combines theory with prac

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

Reading these various non-technical articles is undeniably valuable for any person (teachers, executives, students) who is concerned about the behaviour of majo

The Effective Change Manager's Handbook helps practitioners, employers and academics define and practise change management successfully and develop change manag