April 2003
Intermediate to advanced
303 pages
11h 36m
English
Content preview from Call Center Operation
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283
APPENDIX C
References and Bibliography
References
Anton, Jon, and Laurent Philonenko. 20/20 CRM. The Anton Press, 2002.
Bodin, Madeline, and Keith Dawson. The Call Center Dictionary. Telecom
Books, 1999.
Cleveland, Brad, and Julia Mayben. Call Center Management on Fast
Forward. Call Center Press, 1999.
Curry, Jay. The Customer Marketing Method: How to Implement and Profit
from Customer Relationship Management. New York: Free Press, 2000.
D’Ausilio, Rosanne. Wake Up Your Call Center. Ichor Books, 1998.
Dawson, Keith. The Call Center Handbook: The Complete Guide to Starting,
Running, and Improving Your Customer Contact Center, 4th ed. CMP
Books, 2002.
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