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
http://www.cmpbooks.com/subject/call_centers
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
http://www.callcentre.co.uk
Call Centre Europe
http://www.call-centre-europe.com
Call Center Magazine (US)
http://www.callcentermagazine.com
Connect
http://www.connectweb.co.uk
Customer Contact Solutions
http://www.bccmarketing.co.uk/ccs
Customer Service Group
http://www.customerservicegroup.com
Government IT
http://www.govnet.co.uk
Banking Technology
http://www.bankingtech.com
Customer Management
http://www.customermanagementonline.com
International Journal of Call Centre Management
http://www.winthrop-publications.co.uk
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
http://www.tmcnet.com/scripts/magsub/free-subscriptions.aspx
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