Title
Call Center People Management Handbook and Study Guide,Used
Sold by Ergodebooks, an authorized reseller.
Returns accepted within 30 days | support@ergodebooks.com
Shipping Information
- Free Standard Shipping — United States only
- Processing Time: 1–3 business days
- Estimated Delivery: 3–5 business days after dispatch
- Double-boxed, fully insured & discreetly packaged
- Tracking number sent via email once dispatched
- Orders over $250 require signature upon delivery. Taxes calculated at checkout.
Returns & Refund
Returns accepted within 30 days of delivery.
Damaged or Defective Item
Free return shipping + replacement or full refund
Wrong Item Received
Free return shipping + replacement or full refund
Change of Mind
Return shipping at customer's expense · 25% restocking fee applies
Payment Option
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 selfdevelopment. 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 teambuilding.
⚠️ WARNING (California Proposition 65):
This product may contain chemicals known to the State of California to cause cancer, birth defects, or other reproductive harm.
For more information, please visit www.P65Warnings.ca.gov.