Business School Essentials for Call Center Leaders

Running a successful call center operation is like running a business. The leader of the business must have skills in strategic planning, organizational design, financial management and decision-making, business process improvement, risk management, and more. In addition, there is much today's call center executive needs to know about staff planning and management, workplace design, and acquiring and making the most of call 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. It is a compilation of business school basics applied to the specialized world of call center operations. 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