Bottom-Line Call Center Management

Call Center Handbook

Keith Dawson

Call Centers and the Global Division of Labor

Andrew J. R. Stevens

Developments in the call centre industry

Burgess, John

Call Center Savvy

Keith Dawson

Gower handbook of call and contact centre management

Natalie Calvert

Learning Points

Peter R. Garber

One Night at the Call Center

Chetan Bhagat

Call center management on fast forward

Brad Cleveland

Tele-stress

Stephen Coscia