Access all of the resources in Call Center Knowledge Online immediately, 24-hours a day.
Within Call Center Knowledge Online you’ll find:
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Article bundles from ICMI’s industry-leading
Call Center Management Review, as well as entire Special Issues originally published
exclusively for ICMI Members; |
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Tutorials excerpted from ICMI’s acclaimed
Call Center Handbook & Study Guide books (approved for CIAC Certification); |
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Research studies, call center industry surveys and many samples of forms used in call centers for
monitoring and customer satisfaction; |
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Special reports on call center management topics important to you, ranging from the popular
“12 Traits of the Best Managed Call Centers” to specific issues in
Operations,
People,
Technology and
Strategy; |
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Software solutions you can download for your call center staffing, trunking and scheduling needs; |
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The QueueTips KnowledgeBase,
a comprehensive collection of call center management advice, suggestions and ideas from hundreds of
responses published in ICMI’s free monthly electronic question-and-answer newsletter; |
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Just for fun “In Your Ear” humor columns by the self-proclaimed king of call center satire. |
It's information and tools when you need it, from the definitive source of call center knowledge,
International Customer Management Institute (ICMI). |
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The Current State of Supervisor Training: Key Findings from ICMI’s
Frontline Supervisor Training Survey...
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Call Center Sample Monitoring Forms
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Overcoming Call Center Scheduling Problems
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Call Center Metrics: Key Performance Indicators (KPIs)
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Agent Staffing and Retention Study II: Final Report
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QueueTips: Abandon Rate Standard
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