Slides, The Principles of Effective Contact Center Management
Ebook, ICMI’s Guide to Contact Center Metrics
Forecasting and staffing excerpts from Contact Center Management on Fast Forward
Video, The Power of One: Every Agent Matters
Customer Queue Calculator, Version 1.2
Note: You will need to Enable Macros when you open the calculator in Excel. You will find information on how to use the calculator and a contact for support in the Instructions tab.
Ebook, Trends Driving Change in the Contact Center
Article, “Boosting the Strategic Value of Customer Interaction”