ICMI's Pocket Guide to Call Center Management Terms
ICMI's Pocket Guide to Call Center Management Terms

Author: Brad Cleveland

Publisher: ICMI Press (International Customer Management Institute)

Published: 2004-07-01

Total Pages: 147

ISBN-13: 9781932558005

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ICMIs Pocket Guide to Call Center Management Terms is a convenient, portable reference of terms culled from ICMIs Call Center Management Dictionary: The Essential Reference for Contact Center, Help Desk and Customer Care Professionals , written by Brad Cleveland, President and CEO of ICMI. At 3.5 by 5 inches, the book is small enough to fit in a busy managers pocket, yet its packed with industry acronyms and concise definitions of approximately 500 call center industry terms.

ICMI's Call Center Management Dictionary
ICMI's Call Center Management Dictionary

Author: Brad Cleveland

Publisher: ICMI Press (International Customer Management Institute)

Published: 2003

Total Pages: 222

ISBN-13: 9780965909358

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ICMI's Call Center Management Dictionary is a practical, comprehensive reference for customer contact professionals, covering measurements, objectives, reporting, analysis, forecasting, planning, monitoring, coaching, quality, performance improvement, human resources, training, customer behavior, marketing, technologies, budgeting, finance, strategy, industry acronyms, and much more! Accurate and easy to use, ICMI's Call Center Management Dictionary is designed to cut through the clutter and confusion in today's terminology, so that you can communicate more effectively, make better decisions, improve customer services and build your career. Book jacket.

The Call Center Dictionary
The Call Center Dictionary

Author: Madeline Bodin

Publisher: CRC Press

Published: 2002-01-03

Total Pages: 234

ISBN-13: 1578200954

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Your company needs a call center to be competitive in the 21st century. This book is your guide to the technology, techniques, and trends in today's call centers. The Call Center Dictionary contains all the information you need to: Understand: Your boss,

The Call Center Dictionary
The Call Center Dictionary

Author: Madeline Bodin

Publisher: CRC Press

Published: 2017-08-21

Total Pages: 227

ISBN-13: 9781138412330

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Your company needs a call center to be competitive in the 21st century. This book is your guide to the technology, techniques, and trends in today's call centers. The Call Center Dictionary contains all the information you need to: Understand: Your boss,

Acronyms, Initialisms & Abbreviations Dictionary
Acronyms, Initialisms & Abbreviations Dictionary

Author:

Publisher: Gale Cengage

Published: 2001-05

Total Pages: 1372

ISBN-13:

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Each volume separately titled: v. 1, Acronyms, initialisms & abbreviations dictionary; v. 2, New acronyms, initialisms & abbreviations (formerly issued independently as New acronyms and initialisms); v. 3, Reverse acronyms, initialisms & abbreviations dictionary (formerly issued independently as Reverse acronyms and initialisms dictionary).

Dictionary of Acronyms and Technical Abbreviations
Dictionary of Acronyms and Technical Abbreviations

Author: Jakob Vlietstra

Publisher: Springer Science & Business Media

Published: 2012-12-06

Total Pages: 703

ISBN-13: 1447102630

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This Dictionary covers information and communication technology (ICT), including hardware and software; information networks, including the Internet and the World Wide Web; automatic control; and ICT-related computer-aided fields. The Dictionary also lists abbreviated names of relevant organizations, conferences, symposia and workshops. This reference is important for all practitioners and users in the areas mentioned above, and those who consult or write technical material. This Second Edition contains 10,000 new entries, for a total of 33,000.

Effective Succession Planning
Effective Succession Planning

Author: William Rothwell

Publisher: AMACOM

Published: 2010-04-21

Total Pages: 491

ISBN-13: 0814414176

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William Rothwell honored with the ASTD Distinguished Contribution Award in Workplace Learning and Performance. The definitive guide to a timely and timeless topic-- now fully revised and updated. As baby boomers continue to retire en masse from executive suites, managerial offices, and specialized or technical jobs, the question is—who will take their places? This loss of valuable institutional memory has made it apparent that no organization can afford to be without a strong succession program. Now in its fourth edition, Effective Succession Planning provides the tools organizations need to establish, revitalize, or revise their own succession planning and management (SP&M) programs. The book has been fully updated to address challenges brought on by sea changes such as globalization, recession, technology, and the aftereffects of the terror attacks. It features new sections on identifying and assessing competencies and future needs; management vs. technical succession planning; and ethics and conduct; and new chapters on integrating recruitment and retention strategies with succession planning programs. This edition incorporates the results of two extensive new surveys, and includes a Quick Start guide to help begin immediate implementation as well as a CD-ROM packed with assessments, checklists, customizable guides, and other practical tools.