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This handbook/study guide is part one 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 People Management include:
reference, 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
Where would a call center be without its people? They are the
ones that design the processes, develop the technology, provide
the training and, ultimately, personally interact with the organization’
s customers. Undoubtedly, people are the most important
resource of the call center.
The ICMI study guide series begins with this important topic —
people management. The Call Center People Management
Handbook and Study Guide covers competencies related to the
effective hiring, management and development of call center
employees. The study guide begins by covering the design of an
effective call center organizational structure, including the
development of job descriptions, job evaluations and staffing
plans.
The second section of the guide focuses on acquiring the people
with the skills and aptitudes to make the call center successful.
Next, training and development are discussed with an emphasis
placed on creating an ongoing learning environment that
encourages self-development. Performance improvement follows
with a section devoted to the particular monitoring, coaching and
performance measurement challenges of call centers. Finally, the
guide concludes with topics that will maximize human resources,
including career paths, effective culture and team-building.
four-part series on call center management, which includes
people management, operations management, customer
relationship management, and leadership and business
management. Topics in People Management include:
- Organizational structure
- Staffing
- Hiring and retention
- Turnover
- Training
- Performance objectives
- Monitoring and coaching
- Motivation and culture
- Career development
- Legal and regulatory issues
reference, 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
Where would a call center be without its people? They are the
ones that design the processes, develop the technology, provide
the training and, ultimately, personally interact with the organization’
s customers. Undoubtedly, people are the most important
resource of the call center.
The ICMI study guide series begins with this important topic —
people management. The Call Center People Management
Handbook and Study Guide covers competencies related to the
effective hiring, management and development of call center
employees. The study guide begins by covering the design of an
effective call center organizational structure, including the
development of job descriptions, job evaluations and staffing
plans.
The second section of the guide focuses on acquiring the people
with the skills and aptitudes to make the call center successful.
Next, training and development are discussed with an emphasis
placed on creating an ongoing learning environment that
encourages self-development. Performance improvement follows
with a section devoted to the particular monitoring, coaching and
performance measurement challenges of call centers. Finally, the
guide concludes with topics that will maximize human resources,
including career paths, effective culture and team-building.