The Call Center Dictionary: The Complete Guide to Call Center and Help Desk Technology and Operations
by Madeline Bodin, Keith Dawson — September 1999

The language of the call center comes from many fields including telecommunications, engineering, and computer programming. The Call Center Dictionary not only explains what a particular technology is, but also how it can help improve relationships with customers.

The Call Center Handbook: The Complete Guide to Starting, Running and Improving Your Call Center
by Keith Dawson — October 1999

Need to know how to buy a switch? How to measure the productivity of agents? How to choose from two cities that both want your center? No problem. The Call Center Handbook explains it all. From technology primers to details about choosing and using specific products, the handbook is an indispensable guide for the call center manager. Tips about what works, and what doesn't. Checklists and worksheets. Help with operational problems, like managing people and technology. It's all in this book. Including info on switches, IVR, voice processing, call center peripherals, software, long distance and toll free services, outsourcing, agent training, monitoring, benchmarking, the Internet, disaster prevention and advanced call center networking. And that just scratches the surface.

Call Center Management on Fast Forward: Succeeding In Today's Dynamic Inbound Environment
by Brad Cleveland & Julia Mayben — 1999

The "How-To" Book for call center managers! Service level, performance measurements, quality, budgeting, reporting, forecasting, scheduling, standards ...As one reviewer put it, "You'd be nuts to run a call center without devouring Fast Forward!" 281 pages, 100 charts and graphs.