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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. Topics in Operations
Management include:
these guides 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 operations is a specialized management field with its own
theories and terminology. The fundamental dynamics of the randomly
arriving call center workload create multiple challenges in the areas of
forecasting, staffing, technology and facilities management. A firm
understanding of these challenges is required for a call center leader to
accomplish the objectives of the organization and satisfy customers.
The Call Center Operations Management Handbook and Study Guide
provides this solid foundation through an examination of key
performance indicators, call center planning and management
processes, call center technology and facilities management. The guide
begins with an explanation of service level and response time — key
objectives that measure the accessibility of the center. A detailed
examination of other key performance indicators follows.
The third section of the guide provides an in-depth discussion of the
planning and management processes upon which call center
operations depend, including forecasting, staffing and scheduling. The
guide then transitions from processes to technology with an integrated
look at the technologies present in the best of today’s centers. The guide
closes with site selection, call center design, health and safety issues,
and disaster recovery principles.
call center management, which includes people management,
operations management, customer relationship management, and
leadership and business management. Topics in Operations
Management include:
- Service level and response time
- Real-time management
- Key performance indicators
- Forecasting the workload
- Staff calculations and queue dynamics
- Scheduling principles and methodologies
- Call center technologies
- Site selection and facilities
- Disaster recovery
- Legal and regulatory issues
these guides 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 operations is a specialized management field with its own
theories and terminology. The fundamental dynamics of the randomly
arriving call center workload create multiple challenges in the areas of
forecasting, staffing, technology and facilities management. A firm
understanding of these challenges is required for a call center leader to
accomplish the objectives of the organization and satisfy customers.
The Call Center Operations Management Handbook and Study Guide
provides this solid foundation through an examination of key
performance indicators, call center planning and management
processes, call center technology and facilities management. The guide
begins with an explanation of service level and response time — key
objectives that measure the accessibility of the center. A detailed
examination of other key performance indicators follows.
The third section of the guide provides an in-depth discussion of the
planning and management processes upon which call center
operations depend, including forecasting, staffing and scheduling. The
guide then transitions from processes to technology with an integrated
look at the technologies present in the best of today’s centers. The guide
closes with site selection, call center design, health and safety issues,
and disaster recovery principles.