Ideal for New Managers and Supervisors

Included are eight essential resources to help you master the call center environment. Guaranteed.

• Call Center Management on Fast Forward: Succeeding In Today's Dynamic Inbound Environment Book and QueueView: A Staffing Calculator CD Bundle


• The book and CD combination offers a solid understanding of the unique inbound call center environment. The CD contains an easy-to-use Erlang B and C calculator for staffing and trunking.


• Call Center Forecasting and Scheduling: The Best of Call Center Management Review Book


• This book provides an understanding of the principles behind forecasting, staffing, scheduling, service level, queuing dynamics and real-time management.


• An Abbreviated Guide to Incoming Call Center Management Terms Book and CD Bundle


• Here's help in mastering the call center lingo.


• Maximizing the Value of Quality Monitoring CCMR Article Bundle


• Three articles reprinted from Call Center Management Review on the powerful effects of an effective monitoring program.


• Discount Coupons


• 50% discount coupon for one Web seminar
  Delivered right to your desktop.choose a topic of interest to you.


• Discount Coupons


• 10% discount coupon for an Essential Skills and Knowledge seminar
  Learn the effective planning and management framework to help you successfully manage a high-value contact center


• 3-month electronic Call Center Management Review trial coupon


• Free: Receive cutting-edge strategies on managing a call center to maximize customer satisfaction and relationships.


• QueueTipsT sign-up coupon


• Free: Each month, learn from experts and peers about the hot issues challenging our call centers.