Call Center Forecasting & Scheduling by Brad Cleveland (2001)
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Call Center for Dummies 2 by Real Bergevin (2010)
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Call Center Management on Fast Forward Succeeding in Today’s Dynamic Customer Contact Environment
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Call Center Technology Demystified
The No-Nonsense Guide to Bridging Customer Contact Technology, Operations and Strategy.
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Agent Turnover & Retention
This collection of articles filled with ideas, information and tools will help develop processes to retain your best
agents.
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Call Center Supervision by Penny Reynolds (2004)
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Call Center Staffing by Penny Reynolds (2003)
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How to Become a Great Call Center Manager by Dan Coen (2004)
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Call Center Operation, Design, & Maintenance by Duane E. Sharp (2003)
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Executive Guide to Six Sigma for Call Centers by James C. Abbott (2008)
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Executive Guide to Call Center Metrics by James C. Abbott (2004)
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Managing & Motivating Call Center Agents by Malcolm (2002)
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Call Center Handbook by Keith Dawson (2003)
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Coaching Contact Center Agents by Dr. Jon Anton (2008)
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