Call Center Leadership and Business Management Handbook and Study Guide
Call Center Leadership and Business Management Handbook and Study Guide

Author: Brad Cleveland

Publisher: ICMI Press (International Customer Management Institute)

Published: 2003

Total Pages:

ISBN-13: 9780970950772

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This 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. The Call Center Leadership and Business Management Handbook and Study Guide applies proven leadership and business practices to the call center environment. The study guide opens with guidance on developing an effective vision, mission, strategy and valuation model. Next, it explores leadership and communication best practices and highlights those skills and aptitudes that are most important in the call center. The unique environment of the call center is discussed next, with a focus on navigating future trends and requirements. The fourth section of the guide provides professionals with solid principles on developing business plans, improving operations and managing contracts. The study guide comes to a close with an overview of financial principles that call center professionals should understand.

Call Center Management on Fast Forward
Call Center Management on Fast Forward

Author: Brad Cleveland

Publisher: ICMI Inc.

Published: 1997

Total Pages: 312

ISBN-13: 9780965909303

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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 practical advice and is filled with over 100 charts and graphs, several case studies and an extensive glossary and index. Readers will learn how to: achieve service level with quality in an era of more transactions, growing complexity and heightened caller expectations; understand the "how" behind best practices; boost caller satisfaction; win top management's support; and discover what separates a good call center from a great one.

100-Day Leaders
100-Day Leaders

Author: Douglas Reeves

Publisher: Solution Tree

Published: 2019

Total Pages: 0

ISBN-13: 9781949539257

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"In 100-Day Leaders: Making a Difference Right Now in Every School, authors Robert Eaker and Douglas Reeves suggest a new way of thinking about leadership. Whether the project is large in scope, such as changing the orientation of a school to Professional Learning Communities, or smaller in scope, such as the development of formative assessments or new grading practices in a single semester, the 100-Day Leader brings a sense of daily accomplishment, feedback, mid-course corrections, focus, and encouragement to the organization--from the classroom to the board room. Eaker and Reeves offer an integrated approach in which the leader sees connections that may not be apparent to others in the organization. Curriculum, assessment, facilities, transportation, food service, teacher evaluation, board relationships and a host of other complex interactions are at the heart of the 100-Day Leader. This book offers a practical guide for leaders at every level to make immediate transformations in culture, practice, and performance"--

The Harvard Business Review Manager's Handbook
The Harvard Business Review Manager's Handbook

Author: Harvard Business Review

Publisher: Harvard Business Review Press

Published: 2016-12-13

Total Pages: 352

ISBN-13: 1633692299

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The one primer you need to develop your managerial and leadership skills. Whether you’re a new manager or looking to have more influence in your current management role, the challenges you face come in all shapes and sizes—a direct report’s anxious questions, your boss’s last-minute assignment of an important presentation, or a blank business case staring you in the face. To reach your full potential in these situations, you need to master a new set of business and personal skills. Packed with step-by-step advice and wisdom from Harvard Business Review’s management archive, the HBR Manager’s Handbook provides best practices on topics from understanding key financial statements and the fundamentals of strategy to emotional intelligence and building your employees’ trust. The book’s brief sections allow you to home in quickly on the solutions you need right away—or take a deeper dive if you need more context. Keep this comprehensive guide with you throughout your career and be a more impactful leader in your organization. In the HBR Manager’s Handbook you’ll find: - Step-by-step guidance through common managerial tasks - Short sections and chapters that you can turn to quickly as a need arises - Self-assessments throughout - Exercises and templates to help you practice and apply the concepts in the book - Concise explanations of the latest research and thinking on important management skills from Harvard Business Review experts such as Dan Goleman, Clayton Christensen, John Kotter, and Michael Porter - Real-life stories from working managers - Recaps and action items at the end of each chapter that allow you to reinforce or review the ideas quickly The skills covered in the book include: - Transitioning into a leadership role - Building trust and credibility - Developing emotional intelligence - Becoming a person of influence - Developing yourself as a leader - Giving effective feedback - Leading teams - Fostering creativity - Mastering the basics of strategy - Learning to use financial tools - Developing a business case

When Everyone Leads
When Everyone Leads

Author: Ed O'Malley

Publisher:

Published: 2023-01-31

Total Pages: 0

ISBN-13: 9781885167903

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This book is not about leadership, at least in the way we normally think about it. Leadership is not about position, or authority. It's not about big speeches or grand visions. Leadership is engaging others to solve daunting challenges. Those challenges appear in our professional lives, in our communities, our families--and they seem unsolvable, beyond our ability to see what needs to be done or outside our capacity to make the changes needed. They are not. Because, leadership is an activity--small actions taken in moments of opportunity. And as you start to look around, you can begin to see more of those moments, seize the opportunity in those moments. Most importantly, you can help others see those opportunities too. That's why everyone can lead and the real power to solve our most important challenges is when everyone leads.

Survey Pain Relief
Survey Pain Relief

Author: Jodie Evelyn Monger

Publisher: ICMI Press (International Customer Management Institute)

Published: 2008

Total Pages: 298

ISBN-13:

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Anyone who has ever been tasked with gathering and analyzing customer data has no doubt felt the pain associated with the magnitude of that responsibility especially when you're asked to take action without having believable customer intelligence. Relax. The doctors are here to ease your pain. In Survey Pain Relief, Dr. Jodie Monger and Dr. Debra Perkins offer an insightful, user-friendly overview of the science of research, dispel common misconceptions about the validity of widely publicized research methods, explain the sources and risks of survey malpractice and how to avoid it, and reveal how to transform customer insights into action by offering concrete examples of how to properly conduct survey research that will yield valid, interpretable results that can be communicated to executives, operations management, supervisors and frontline staff]] and save billions!

Leading the Customer Experience
Leading the Customer Experience

Author: Brad Cleveland

Publisher: Kogan Page

Published: 2021-02-23

Total Pages: 288

ISBN-13: 9781789666892

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Lead your organization with a customer experience vision that captures the voice of the customer and empowers employees to improve how they develop, market and sell your products and services.