Running a successful call center is like running a business. The leader of the business must have skills in strategic planning, organizational design, financial management, business process improvement, risk management, and more.

Today's call center leaders must also have practical knowledge of staff planning and management, workplace design, and how to make the most of contact center tools and technologies.

Business School Essentials for Call Center Leaders is a book designed to provide managers and leaders with requisite knowledge and skills to be successful in today's evolving call center environment.




Topics include:

- The business of call centers
- Strategic planning
- Financial management
- Staff planning
- Human resource administration
- Site selection and workplace design
- Call center technologies
- Workforce management
- Reporting and communications
- Performance management
- Business process improvement
- Risk management
- Traits of call center leaders

Price: $39.95
(plus tax and 12% shipping/handling fee for U.S.)

Shipping is via US Postal Service first-class mail with delivery expected within 5-10 business days.

Please call us at 615-812-8400 if you require expedited or overnight shipping.

For International shipments, all of our books are offered on Amazon.com.