Rassegna libri dedicati ai Call Center
(tutti 25 i libri segnalati sono scritti in lingua inglese)

The Call Center Dictionary
Bodin M., Dawson K., : The Complete Guide to Call Center and Help Desk Tecnology and Operations, Miller Freeman Books, 1999.

Call Center Management on Fast Forward
Cleveland B., Mayben J., : Succeding in Today's Dynamic Inbound Environment, Call Center Paperback, 1999.

Call Center Handbook
Dawson K., : The Complete guide to Starting, Running and Improving Your Call Center, Miller Freeman Books, 1999.

Call Centre Outsourcing
The guide by Mike Havard and David Reed
Key chapters include:
Principles of outsourcing
Strategic options available
The business case for outsourcing
Evaluating outsourced service providers
Effective tendering
Liabilities and TUPE (Transfer of Undertakings)
Tthe legal framework
Contracts and service level agreements
Relationships with suppliers
Dealing with the problems
Further contacts and reference sources
Published by CALLcraft, A5 141 pages £22.90 incl P&P
ISBN 0 9529239-3-9

An Idea a Day for Call Centre Managers
by Kevin Hook Bursting
This book covers almost every aspect of managing a modern call centre. The author offers proven advice on all the operational issues - motivation, recruitment, coaching etc. together with emerging issues such as outbound telemarketing, call avoidance and best practice use of IVR. There is also a chapter which contains more than 50 frequently asked questions, together with Kevin’s answers.
Published by CALLcraft, June 1998 £27.90 inc P&P A5 paperback (192 pages) ISBN 0 9529239-2-0

Call Centre Management
A practical guide by Janette Menday, sponsored by Nortel
Content: People, Service, Levels, Technology, and Project Management Operations Paperback book, A5 size with 192 pages £19.90 incl P&P published by CALLcraft, ISBN 0 9529239 0 4

The Human Face of Call Centre Management
by Kevin Hook Contents
Iinclude essential reading on:
Recruitment and Selection Training and Skills
Development Motivation in the Call Centre
Measurements Call Centre Culture
Published by CALLcraft.1998. Price £29.90 including package and posting. A5 paperback, 208 pages

Maximising Call Center Performance
136 Ideas for Your Call Center by Madeleine Bodin
This text gives examples of how companies can leverage call centre technology to serve their unique needs, and how at the same time they can create a positive experience for customers. Solutions from leading call centres are provided for the problems behind basic call centre functions. Click here for more information. Paperback - 140 pages (1998) £14.99* McGraw-Hill Publishing Company; ISBN: 1578200261

The Call Center Handbook
by Keith Dawson
This is an authoritative guide to the essentials of establishing and operating an efficient call centre. It covers the full range of topics including buying the right equipment and software, monitoring agents, measuring productivity and enhancing customer relationships. It explains how to run an innovative centre effectively, including the successful use of interactive voice response, fax-on-demand, e-mail and web sites. Paperback - 325 pages (25 October, 1999) Miller Freeman Books ISBN: 1578200474

Tele-Stress
by Stephen Coscia
Stress in call centres can be a big problem. According to a survey, 98% of call centre employees experience at least one stressful call each day - mostly from irate customers. This book provides commom-sense strategies that cope with tele-stress, in order to create a more pleasant environment. Paperback - 128 pages (1999) £10.99 R & D books; ISBN: 1578200296

The Call Center Dictionary
by Madeleine Bodin and Keith Dawson
Demystifies some of the mind numbing jargon and buzz words you often hear thrown around in this industry. Paperback - 277 pages (August 1999) £12.00* Miller Freeman Books; ISBN: 1578200431 NOTE: US edition

Call Center savvy
How to Position Your Call Center for the Business Challenges of the 21st Century.
by Keith Dawson
A call centre is the core of a business's customer relationship strategy. This text aims to help position and improve call centres for long-term success. It explores how the call centre works, how it fits into the bigger picture of business strategy, what the future holds, how new technologies will affect operations, how international expansion is changing things and what the role of the Internet could ultimately be. Paperback - 208 pages (April 1999) Telecom Books; ISBN: 1578200504

Using the telephone more effectively
by Madeleine Bodin
A classic work from a writer and former editor of Call Center World Magazine.

Wake up your Call Center
How to be a Better Call Center Agent
by Rosanne d'Ausilio.
This text looks at how call centre agents can match the improvements in technology. It looks at how talk covering technical information and training, software and hardware, and new systems overshadows the people who make and take the calls. Paperback - 288 pages (1999) £19.95* Purdue University Press; ISBN: 1557531692

Call Center Metrics That Matter
by Frank L. Domurath, Jon Anton
Most companies have incorporated at least one call centre into their marketing mix. In many cases, they generate the only contacts with clients. This guide shows how to take full advantage of the call centre's capability in order to gain a strategic advantage in the marketplace. Hardcover - 112 pages (2000) £33.95 Purdue University Press; ISBN: 1557531838 Call Center Continuity Planning by Jim Rowan, Sharon Rowan Unbound - 444 pages (1999) £175.00* Auerbach; ISBN: 0849399823A

Call Center Performance Enhancement Using Simulation and Modeling
By Jon Anton, Bapat Vivek, Bill Hall
The management and design of call centres is increasing in complexity due to advancing technology and rising customer expectations. This guide provides managers with an understanding of the role, value and practical deployment of simulation in the planning, management and analysis of call centres. Paperback - 180 pages (1999) £30.03* Purdue Univ Pr; ISBN: 155753182X

Call Center Benchmarking (Deciding If Good Is Enough)
by Jon Anton, David Gustin Paperback
108 pages (15 June, 2000) £24.69* Purdue University Press; ISBN: 155753215X

Recruiting, Training and Retaining Call Centre Staff
by Toby Johnson, Paul Skeldon Spiral-bound - 40 pages (May 1998) £250.00 FT Finance ISBN: 1901988198

Telephone Banking & Call Centre Management
by Peter Fullbrook Paperback (December 1998) £75.00 CIB Publishing; ISBN: 0852975031

Call Centres: Strategies for Survival
by Max McKeown Spiral-bound (January 1999) £595.00 FT Finance; ISBN: 1902581148 Call Centres Tony Lockwood Hardcover (26 November, 1999) £195.00 Fenman Ltd; ISBN: 1872483917

Trade Unions and Call Centres
Philip Taylor, Peter Bain, Barry Jones (Editor), Peter Kavanagh (Illustrator) Hardcover ( 1 April, 2000) £5.00 MSF; ISBN: 0953858502

Inbound Call Centres: Design, Implementation and Management
Robert A. Gable BA Hardcover - 300 pages (31 January, 1993) £57.00 Artech House; ISBN: 089006640X

Delivers a conceptual overview of call centres
Tthe products that support them, the designs that make them work and the ongoing management that is required for their successful operation. Next Generation Call Centres David Bradshaw Paperback (April 1999) £1,495.00 Ovum; ISBN: 1902566092

Pay and Conditions in Call Centres
Incomes Data Services Spiral-bound (September 1997) £98.00 Incomes Data Services; ISBN: 0905525418

Callcenter Management: By the Numbers
Jon Anton, Jodie Monger, Debra Perkins The primary purpose of this book is to provide professional callcenter managers with a methodology for "managing their callcenter by the numbers." jmangiar@okidata.com from Mt. Laurel, NJ , 17 December, 1997 Paperback - 154 pages (September 1997) £30.03* Purdue University Press ISBN: 1557531129.