Designing the Best Call Center for Your
Business, 2nd Edition
Author: Brendan B. Read
Publication Date: February 1, 2005
The Call Center Handbook
Author: Keith Dawson
Publication Date: November 20, 2003
The Experience
Author: Lior Arussy
Publication Date: October 1, 2002
The Call Center Dictionary
Author: Madeline Bodin & Keith Dawson
Publication Date: March 1, 2002
A Practical Guide to Call Center Technology
Author: Andrew J. Waite
Publication Date: February 1, 2002
The Executive Guide to Call Center Metrics
Author : James C. Abbott
Effective Recruiting Strategies: Taking a Marketing Approach
Author : Ron Visconti, Marty Brounstein
Bottom-Line Call Center Management : Creating a Culture of
Accountability and Excellent Customer Service
Author : David L. Butler
Call Center Benchmarking
Author : Jon Anton, et al
Tele-Stress - Relief For Call Center Stress Syndrome
Author : Stephen Coscia
Call Center Operations: Profiting from Teleservices
Author : Charles E. Day
Designing the Best Call Center for Your Business: A Complete
Guide for Location, Services, Staffing, and Outsourcing
Author : Brendan B. Read
Designing the Best Call Center for Your Business, 2nd Edition
Author : Brendan B. Read
Call Center Operations: A Guide for Your Journey to
Best-Practice Processes
Author : Becki Hack, et al
Magazines & Journals
Call Centre Focus
Call Centre Europe
Call Center Magazine (US)
Customer Service Group
Government IT
Banking Technology
International Journal of Call Centre Management
Other Magazines
- Guide to Medical Call Center
- Multi-channel Marketing Drives Universal Call Center
- Call Center Profi
- Sip Magazine
- WiFi Telephony Magazine
- Speech World
- Customer Interaction Solution
- Internet Telephony
