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Books on the topic 'Call centers'

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Author: Grafiati

Published: 4 June 2021

Last updated: 29 July 2024

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1

Joanna, Reeves, Proudfoot Consulting (Europe) Ltd, and Confederation of British Industry, eds. Call centres. London: Caspian, 2000.

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2

Abbott, James C. Designing effective call centers. Greenville, SC: Robert Houston Smith Pub., 2007.

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3

Practices, LLC Best. Call centers: Executive insights for excellence. Chapel Hill, NC: Best Practices, 2001.

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4

Esher, Joseph. Answering the call: a benchmark of Minnesota's call center industry. Saint Paul, MN: Minnesota Trade & Economic Development, 2000.

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5

Executive, Scotland Scottish. Benchmarking and definitions within contact centres. Edinburgh: Scottish Executive, 2003.

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6

Congress, Trades Union. It's your call: Employment rights for call centre workers. London: TUC, 2001.

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7

Eckart, Menzler-Trott, and Hahnel Markus, eds. Call Center Evolution: Standards für effiziente Kunden- und Mitarbeiterbeziehungen. München: Vahlen, 2002.

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8

Durr, William. Building a world-class inbound call center. [S.l.]: W. Durr, 1996.

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9

Körs, Anna. Call Center Markt Deutschland, das Fallbeispiel Hamburg. Münster: Lit, 2002.

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10

CUNA & Affiliates. Center for Professional Development., ed. Credit union call center handbook. Dubuque, Iowa: Kendall/Hunt Pub. Co., 1999.

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11

Practices, LLC Best. Managing world-class call centers: Site visit findings. Chapel Hill, NC: Best Practices, 2001.

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12

Feil, Hans-Joachim. Die telefonische Erreichbarkeit der Stadt: Möglichkeiten zur Verbesserung unter besonderer Berücksichtigung kommunaler Call Center. Köln: Deutscher Städtetag, 2002.

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13

Hechanova, Ma Regina M. 1-800-Philippines: Understanding and managing the Filipino call center worker. Quezon City, Philippines: Institute of Philippine Culture, Ateneo de Manila University, 2010.

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14

Kastner, Michael. Call Center-nützliche Dienstleistung oder Sklavengaleere?: Call Center mit Blick auf Krisen- und Notsituationen. Lengerich: Pabst, 2002.

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15

Herholtz, Peter. Call Center: Ein Handlungsfeld für Betriebs- und Personalräte. Hamburg: Beratungsstelle für Technologiefolgen und Qualifizierung, 1998.

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16

Coen, Dan. Building call center culture: Strategies for designing a world class performance-based environment within your customer contact center. Tarzana, CA: DCD Pub., 2001.

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17

Brown, Judith A. Turn calls into customers: Maximize customer experience with your call center. Marblehead, MA: HCPro, 2008.

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18

Brown, Judith A. Turn calls into customers: Maximize customer experience with your call center. Marblehead, MA: HCPro, 2008.

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19

Focus, Inc Customer. Delighting customers: Creating customer focus participant kits for call centers. [United States]: Customer Focus, 2000.

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20

Association, American Bankers, and Financial Training Resources, eds. The evolution of bank call centers: A focus on profitability. Washington, D.C: American Bankers Association, 1996.

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21

Stolletz, Raik. Performance Analysis and Optimization of Inbound Call Centers. Berlin, Heidelberg: Springer Berlin Heidelberg, 2003. http://dx.doi.org/10.1007/978-3-642-55506-0.

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22

International Call Center Summit (1st 1994 Long Beach, Calif.). The First International Call Center Summit: Proceedings, March 14, 15, 16, 1994, Long Beach, California, USA. Scarborough, Ont: Tele-Solutions, 1994.

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23

Canada, Sofeg. Perspective internationale sur les téléservices au Sénégal. Montréal]: Sofeg Canada, 2000.

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24

Phelps, Timothy. Call center 101 success secrets. Place of publication not identified]: Emereo Publishing, 2013.

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25

Bradshaw, David. Next generation call centres: CTI, voice and the Web. London: Ovum, 1999.

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26

United States. Department of Labor. Wage and Hour Division. Call centers under the Fair Labor Standards Act (FLSA). 2nd ed. Washington, DC: U.S. Dept. of Labor, Wage and Hour Division, 2008.

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27

Trotter, Michael D. The Customer Call Center Outback. West Lafayette: Purdue University Press, 2005.

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28

Shah, Satya. Optimising customer support in contact centres using soft computing approach. Cranfield, Bedfordshire, U.K: Cranfield University, 2006.

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29

Noronha, Ernesto. Employee identity in Indian call centres: The notion of professionalism. New Delhi, India: Response, 2009.

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30

Noronha, Ernesto. Employee identity in Indian call centres: The notion of professionalism. New Delhi: Response Books, 2009.

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31

Keith, Dawson, ed. The call center dictionary: The complete guide to call center & customer support technology solutions. New York: CMP Books, 2002.

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32

Oster, Emily. Do call centers promote school enrollment?: Evidence from india. Cambridge, MA: National Bureau of Economic Research, 2010.

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33

Halves, Jan-Peter. Call Center in Deutschland: Räumliche Analyse einer standortunabhängigen Dienstleistung. Sankt Augustin: In Kommission bei Asgard-Verlag, 2001.

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34

Granered, Erik. Global call centers: Achieving outstanding customer service across cultures & time zones. Boston: Nicholas Brealey International, 2005.

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35

CALL CENTERS. Express, 2019.

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36

Ruffins, Lana M., Natalie L. Petouhoff, and Lisa Schwartz. Be the Best Agent Ever!: Call Centers, Contact Centers and Multimedia Centers. Pearson Education, Limited, 2006.

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37

Green, Jack A. Call Centers: Technology & Techniques. South-Western Educational Pub, 2002.

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38

Bergevin, Réal. Call Centers For Dummies. For Dummies, 2005.

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39

Call centers for dummies. 2nd ed. Mississauga, Ont: J. Wiley & Sons Canada, 2010.

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40

Call centers: Technology & techniques. [Mason, OH]: Thomson South-Western, 2003.

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41

Bergevin, Real, Bruce Simpson, Afshan Kinder, and Winston Siegel. Call Centers for Dummies. Wiley & Sons, Incorporated, John, 2010.

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42

Call centers for dummies. Ontario: J. Wiley & Sons Canada, 2005.

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43

Basith-Kinder, Afshan. Call Centers for Dummies. Wiley & Sons Canada, Limited, John, 2010.

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44

Call Centers Made Easy. Aegis Publishing Group, Ltd., 2001.

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45

Designing Effective Call Centers. Robert Houston Smith Publishers, 2008.

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46

Böse, Bodo, Erhard Flieger, and Matthias Temme. Call Center-Steuerung. So optimieren Sie den Betrieb Ihres Call Centers. Vieweg Verlagsgesellschaft, 2001.

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47

Call Center-Steuerung: So optimieren Sie den Betrieb Ihres Call Centers. Wiesbaden: Vieweg+Teubner Verlag, 2001.

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48

Bergevin, Real. Call Center Für Dummies. Wiley-VCH, 2007.

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49

Rowan, Jim. Call Center Continuity Planning. Auerbach Publishers, Incorporated, 2019.

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50

Rowan, Jim. Call Center Continuity Planning. Auerbach Publishers, Incorporated, 2019.

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