This handbook is part two 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 Operations Management include:

• Service level and response time
• Real-time management
• Key performance indicators
• Forecasting the workload
• Staff calculations and queue dynamics
• Scheduling principles and methodologies
• Call center technologies
• Site selection and facilities
• Disaster recovery
• Legal and regulatory issues

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 operations is a specialized management field with its own theories and terminology. The fundamental dynamics of the randomly arriving call center workload create multiple challenges in the areas of forecasting, staffing, technology and facilities management. A firm understanding of these challenges is required for a call center leader to accomplish the objectives of the organization and satisfy customers.

The Call Center Operations Management Handbook and Study Guide provides this solid foundation through an examination of key performance indicators, call center planning and management processes, call center technology and facilities management. The guide begins with an explanation of service level and response time - key objectives that measure the accessibility of the center. A detailed examination of other key performance indicators follows. The third section of the guide provides an in-depth discussion of the planning and management processes upon which call center operations depend, including forecasting, staffing and scheduling. The guide then transitions from processes to technology with an integrated look at the technologies present in the best of today's centers. The guide closes with site selection, call center design, health and safety issues, and disaster recovery principles.