Download or read book ICMI's Pocket Guide to Call Center Management Terms written by Brad Cleveland and published by ICMI Press (International Customer Management Institute). This book was released on 2004-07-01 with total page 147 pages. Available in PDF, EPUB and Kindle. Book excerpt: ICMIs Pocket Guide to Call Center Management Terms is a convenient, portable reference of terms culled from ICMIs Call Center Management Dictionary: The Essential Reference for Contact Center, Help Desk and Customer Care Professionals , written by Brad Cleveland, President and CEO of ICMI. At 3.5 by 5 inches, the book is small enough to fit in a busy managers pocket, yet its packed with industry acronyms and concise definitions of approximately 500 call center industry terms.