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Recommened Books



Call Center Customer Relationship Management Handbook and Study Guide

Call Center Customer Relationship ManagementThis handbook is part three 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



Call Center Leadership and Business Management Handbook and Study Guide

Call Center Leadership and Business ManagementThis handbook is part four 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.



A Career for the 21st Century:
A Handbook for Call Center Agents

A Career for the 21st CenturyThe call center profession is one of the fastest-growing job categories in the world. This first volume in the Call Center Agent Handbook Series, introduces the reader to the basic terms and best practices used in call centers today



Driving Peak Sales Performance in Call Centers

Driving Peak Sales Performance in Call Centers Learn how to discover and unlock the "hidden opportunities" for additional revenue that are currently residing in your call center. In Driving Peak Sales Performance in Call Centers, Mary Murcott reveals the tools, practices and strategies for driving large-scale sales improvements, gleaned from her own experiences and those currently being used by the best-in-breed contact centers of leading companies, including American Express, Convergys, Cox Communications, Hilton Hotels, Lands' End, RMH Teleservices and others.



ICMI's Pocket Guide to Call Center Management Terms

Pocket Guide to Call Center Management TermsA convenient, portable reference of terms. At 3.5 by 5 inches, the book is small enough to fit in a busy manager's pocket, yet it's packed with industry acronyms and concise definitions of more than 500 call center industry terms.








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