Recommened Books

The "How-To" Book for call center managers! Service level, performance measurements, quality, budgeting, reporting, forecasting, scheduling, standards ...As one reviewer put it, "You'd be nuts to run a call center without devouring Fast Forward!".

What Every Outsource Client Needs To Know Outstanding Outsourcing Is the first book in Brownell O'Connor's 'Outstanding Outsourcing' trilogy. With 15 years experience in the global Contact Centre industry and numerous executive postings in multinational, Contact Outsource organisations, Dr. Brownell not only offers clear, salient advice but he brings it all to life with a multitude of case studies and real life examples.

Brownell descends from a long line of "Seanachai" (Shan-a-key) - the story-tellers of ancient Ireland. In days of yore, the Seanachai travelled the width and breath of the land bringing news and tales of far off places. The "Seanachai" often accompanied their tales with the "fiddle" (Violin) in a form of ballad that Brownell remarks, is not entirely unlike modern-day RAP. The Doctor is unlikely to be seen playing the "fiddle" or rapping, but apart from that, for this "Fear Umpur Scealta (man of many tales), anything else goes.

Call Center Technology Demystified clarifies the sometimes complex and often confusing array of technologies that enable call center success. This book will lead you through the labyrinth of customer contact technology jargon, common misperceptions and marketing hype to help you align technology with business needs and optimize your technology investments.

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

This handbook is part two 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.