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
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

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