CALL CENTERS (CENTRES) - Faculty of Industrial Engineering and ...

ISBN: 0966466004
Subjects: Business communication, Telecommunication systems, Telephone, Conference calls,
Telecommunication
23. Walters, Rob. Computer Telephony Integration, 2nd edition. Boca Raton: C R C Press LLC,
1999.
ISBN: 0890069697
Subjects: Digital telephone systems – Automation, Computer networks
24. Washington, Jannie, D. The Importance of Job Descriptions and Incentive Pay at a Bank Call
Center. M.A. Thesis, University of Toledo, 1999.
Subjects: Job descriptions, Incentive awards
25. Anton, Jon and David Gustin. Call Center Benchmarking: Deciding if Good is Good Enough.
West Lafayette, IN: Ichor Business Books, 2000.
Series: Customer access management
ISBN: 155753215X
Subjects: Call centers – United States – Management, Benchmarking (Management) – United
States
26. Barber, Gerry, et al. Call Center Forecasting and Scheduling: The Best of Call Center Management
Review. Call Center Press, 2000
ISBN: l0965909360
Book Description: There is simply no way to establish and operate an effective call center environment
without a solid understanding of the principles behind forecasting, staffing, scheduling,
service level, queuing dynamics and real-time management. Originally published in the pages of
Call Center Management Review, these articles were selected for their educational value, practicality,
and most importantly, coverage of timeless call center management principles.
27. Belasco, Kent S. Financial Institution Staffing: Analyzing and Modeling Staff Levels in a Competitive
and Consolidating Industry. McGraw-Hill, 2000
ISBN: 1590612604
28. Bookman, Murray. Call Center Technology Architecture. Lawrence: C M P Books, January
2000.
ISBN: 1578200520
Subjects: Computer networks
29. Clegg, Brian. The Invisible Customer: Strategies for Successive Customer Service Down the
Wire. London: Kogan Page, 2000.
Subjects: Call centers – Customer services; Electronic commerce – Customer services; Customer
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