Call Center Books and Publications , BPO Books for Interview

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 Contact Solutions

Customer Service Group

Government IT

Banking Technology

Customer Management

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

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