ICMI's Call Center Management Dictionary: The Essential Reference for Contact Center, Help Desk and Customer Care Professionals
"ICMI's Call Center Management Dictionary is a first-class work and a much-needed tool..." --Ron Zemke"In 20 years of running call centers, ICMI methodologies in training were the best... this Dictionary is another great resource." --Craige Howlett, Manager, Stanford Call Center Operations, Communications and Networking Services, Stanford University"This is the ideal keep-at-your elbow resource every call center professional needs." --Shelley Elkins, Director, Global Consumer Communications, Estée Lauder Companies