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Topics in Leadership and Business Management include:
comprehensive content, a self-assessment tool, exercises, a glossary of terms, and lists of
references. This series belongs on the desk of any director, manager or analyst responsible for
call center (contact center, help desk) strategy or management.
ICMI's Handbooks and Study Guides are also excellent preparation for industry-recognized CIAC
Certification.
Summary:
Call center professionals continue to grow in stature as the call center’s value contribution is
heightened within organizations. As call centers handle increasingly complex transactions and
provide other departments with vital customer information, leaders must be equipped to
combine specialized call center knowledge with sound management practices.
The study guides series concludes with an examination of those principles and practices that
are vital to the call center leader. 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.
- Vision, mission and strategy
- The call center’s contribution to value
- Call center leadership
- Effective communication
- The call center’s emerging role
- The business, legal and regulatory environments
- Improving operational results
- Managing contractual relationships
- Developing effective budgets
- Understanding financial methodologies
comprehensive content, a self-assessment tool, exercises, a glossary of terms, and lists of
references. This series belongs on the desk of any director, manager or analyst responsible for
call center (contact center, help desk) strategy or management.
ICMI's Handbooks and Study Guides are also excellent preparation for industry-recognized CIAC
Certification.
Summary:
Call center professionals continue to grow in stature as the call center’s value contribution is
heightened within organizations. As call centers handle increasingly complex transactions and
provide other departments with vital customer information, leaders must be equipped to
combine specialized call center knowledge with sound management practices.
The study guides series concludes with an examination of those principles and practices that
are vital to the call center leader. 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.