This handbook is part four of ICMI's comprehensive, four-part series on call center management, which includes people management, operations management, customer relationship management, and leadership and business management. Topics in Leadership and Business Management include:

• Vision, mission and strategy
• The call center's contribution to value
• Call center leadership
• Effective communication
• The call center's emerging role
• The business, legal and regulatory environments
• Improving operational results
• Managing contractual relationships
• Developing effective budgets
• Understanding financial methodologies

Well-organized and thoughtfully arranged for easy study and reference, these guides include comprehensive content, a self-assessment tool, exercises, a glossary of terms, and lists of references. This series belongs on the desk of any director, manager or analyst responsible for call center (contact center, help desk) strategy or management.

ICMI's Handbooks and Study Guides are also excellent preparation for industry-recognized CIAC Certification.

Call center professionals continue to grow in stature as the call center's value contribution is heightened within organizations. As call centers handle increasingly complex transactions and provide other departments with vital customer information, leaders must be equipped to combine specialized call center knowledge with sound management practices.

The study guides series concludes with an examination of those principles and practices that are vital to the call center leader. The Call Center Leadership and Business Management Handbook and Study Guide applies proven leadership and business practices to the call center environment. The study guide opens with guidance on developing an effective vision, mission, strategy and valuation model. Next, it explores leadership and communication best practices and highlights those skills and aptitudes that are most important in the call center. The unique environment of the call center is discussed next, with a focus on navigating future trends and requirements. The fourth section of the guide provides professionals with solid principles on developing business plans, improving operations and managing contracts. The study guide comes to a close with an overview of financial principles that call center professionals should understand.