Resources That Will Knock Your Socks Off
In the list below you will find 327 extremely good ideas for your center. Yes…we said 327 (determined by some very hard research). Just kidding. We do not know how many ideas are here. We do know that there are many potential ideas here. After each link you should come up with at least one new idea to try at your center. The learning should not end here. The more you learn, the more you will want to know.
There are literally hundreds of essential web sites resources containing case material to learn from forever… As with the list of cases, our list of additional information sources is by no means comprehensive. They are intended as a starting point for more learning. In this way, the learning will and should never stop. If you know of something not listed here please help us (xdj1@purdue.edu)
Here are some “cool” places to learn:
“This project explores a bouquet of collaborative technologies that together comprise a total CRM solution. It's our attempt at bringing the wisdom of the world's foremost CRM gurus to your desktop. The best-of-breed vendors you'll find here describe their products in detail, and they explain how to work with those products. Top industry analysts offer reviews, advice, and their visions of the future. Corporate giants share the secrets and success stories of their own CRM implementations. Top academics contribute their predictions and offer a glimpse into their personal research about the customer.”
………….and it’s free
Professor Prof. Avishai Mandelbaum of Israel Institute of Technology is a brilliant researcher of call centers. Three of his papers are available at the links cite of the Center for Customer Driven Quality or his site at
http://iew3.technion.ac.il/serveng/References/references.html
Pay particular attention to:
Call Centers: Research Bibliography with abstracts- a very complete list of research and conceptual articles that have appeared.
Telephone Call Centers: Tutorial, review, and research prospects
Empirical Analysis of Call Centers
The only university based think tank research teaching institute. For those of you wanting to be part of a University “thing”…(it makes you feel good)…we need members and partners.
Free stuff…membership stuff…more membership stuff….we want you to be members.
There is one research publication devoted to call centers. By research publication I mean an academic type of research. Academic research is very different than market and applied research that you are probably use to. But there may be some papers here that help you in ways that you might need help in.
Tell me you wouldn’t want to read research articles titles:
-Customer Compliments as more than
Complementary Feedback
-Exploring Alternative Antecedents of Customer Delight
-The Role of Surprise in Satisfaction Judgments, Customer Tenure, Recommendation
and -witching Loyalty
- Attitude, Behavior, and Good Science: A
Third Take on the Neal-Brandt Debate Revealing the Actual Roles of Expectations
in Consumer Satisfaction with Experience and Credence Goods
-Consumer Complaints and Third Parties: Determinants of Consumer Satisfaction
with Complaint Resolution Efforts
-Problems with Credit Cards: An Exploration of Consumer Complaining Behaviors
Consumer Grudge holding: Toward a Conceptual Model and Research Agenda
-Through the Looking Glass: An Agency Theoretic Foundation for the Satisfaction
Mirror
-An Integrated Model for the Effects of Perceived Product, Perceived Service
Quality, and Perceived Price Fairness on Consumer Satisfaction and Loyalty
-The Relative Influence of Affective Experience
on Consumer Satisfaction under Positive Versus Negative Discrepancies
-Degree of Frailty and Elders' Satisfaction with Personal Care Services in a
Community Setting
17 E- Loyalty – www.e-loyaltyresource.com An e-marketing site but their discussions and stuff on creating e-loyalty may help you reconceptualize call centers as loyalty mechanisms.
18. Customer Service Quarterly- www.e-csq.com A subscription based for money newsletter. Too expensive for my taste because I have to pay for it from my pocket but it has a lot of very useful information. So if you can get the company to pay…it is wroth it. You will always find something.
19. SOCAP- The Society of Consumer Affairs Professionals- www.socap.org
The biggest and best (in my opinion) association of professionals in the customer contact, call center, and CRM field. They have a lot of information available on their site. They publish a journal called Customer Relationship Management …a mix of applied and academic research and thinking.
20. Call Center News- www.ccnews.com- Up to the minute news about our industry.
21. Service Quality Institute- www.customer-service.com- John Tschohl’s Institute to promote and help business develop all things customer service. A terrific author (e-Service) and terrific speaker and a guy who knows a lot.. The site has for fee and for free stuff.
22. e-Summit International – www.summitcircuit.com
An international oriented site. Very nice almost indispensable resources/links page. Check it out.
23 Call Center Careers- interested in a new job…. http://www.callcentercareers.com/index.jsp
24 If you are interested in quitting your present job go to http://www.i-resign.com/uk/home/ for creative letters of resignation. Read them it might inspire you.
25 Call centers New Zealand- Want to get away…. http://www.callcentres.net/topframe
26 caviar…caviar…caviar After you are finished reading all above you might be in the mood for a spot of Champaign and a dip of caviar… http://www.caviarteria.com/caviar.html
27 CRM Community - It’s free and there is a lot of information. Your source for success in CRM. http://www.crmcommunity.com/why_join.cfm
28 Call Center Depot- Many, many things here…links reports and of course the ubiquitous stuff www.callcenterdepot.com
29 Quotes from the characters of MASH including Sidney Friedman’s…”Ladies and gentlemen take my advice. Pull down your pants and slide on the ice.” http://swamp4077.tripod.com/mashquotes.htm
30 Searchcrm.com http://searchcrm.techtarget.com/ another great all inclusive site. There is so much here and so much available. White paper, technical advice, free stuff, books and more, more, more.
31 Do you need to make a decision? Looking for help? Visit the Internet magic 8 ball and the decision is easy. http://8ball.federated.com/
32 Oracle has some good videos and papers for free. Can be used for training or just for fun. http://www.oracle.com/thinkcustomers/index.html?content.html?manual
33 Destination CRM- http://www.destinationcrm.com/
Another of those all inclusive CRM sites. Just a lot of information. If you can’t find it here you can’t find it.
34 CRMxchange- http://www.crmxchange.com/ A community of CRMites (you know who you are. Very full. Columns, sessions, archives, equipment, pictures, passion, sex, pathos, and violence.
35 CRM Forum- another big site…http://www.crm-forum.com/ If you can’t find it you don’t know what you want. Yellow pages…library…careers …news and editorials.
36 Sherpaweekly- www.marketingsherpa.com A very useful group of newsletters. In the one dated 2/6/03 we learn that it sucks being the sherpa working from home and getting the flu. There are some very good case studies and links each week.
Featured Books from The Anton Press
Jon Anton is responsible for some of the most practical recipe books for call centers (I am not neutral. Jon is a friend and colleague and was a partner with me in founding the Center for Customer Driven Quality). The books below are available from www.benchmarkportal.com.
20:20 CRM A Visionary insight into unique customer contacts
By: Dr. Jon Anton and Laurent Philonenko
The contact center is at the heart of many businesses today, and CRM initiatives are making customer contact even more critical to the health of every company. 20:20 CRM provides a strategic view of where businesses should be going with their customer contact operation, with practical examples of how to get there.
ISBN 0-9630464-5-4
Benchmarking for Profits!
By: Bruce Belfiore
Done right, and done regularly, benchmarking provides improved work life, career advancement and substantially increased earnings on a consistent basis. This book is an essential manual for continuous improvement peer group benchmarking that shows convincingly why proper professionalism in today’s environment requires benchmarking. Includes valuable information on how to benchmark through BenchmarkPortal and describes the latest products to help you get the most from this crucial activity.
Call Center Benchmarking “How ‘good’ is good enough?”
By: Dr. Jon Anton
This “how to” book describes the essential steps of benchmarking a call center with other similar call centers, with an emphasis on “self assessment.” The reader learns how to plan a benchmark, how to collect the correct performance data, how to analyze the data, and how to find improvement initiatives based on the findings.
ISBN 1-55753-215-X
Call Center Management: By the Numbers
By: Dr. Jon Anton
Call center technology generates reams and reams of performance data for management. Unfortunately, there is so much data that managers sometimes do not know which performance metrics are key in making decisions. This book focuses on those metrics that actually should be used in daily management decision-making. For each metric, the reader will find a series of actions to take if the metric falls out of an acceptable, best practice, range.
ISBN 1-55753-112-9
Call Center Performance Enhancement – Using Simulation and Modeling
By: Jon Anton, Vivek Bapat, Bill Hall
This book provides its readers with an understanding about the role, value, and practical deployment of simulation – an exciting technology for the planning, management, and analysis of call centers. The book provides useful guidelines to call center analysts, managers, and consultants who may be investigating or are considering the use of simulation as a vehicle in their business to responsibly manage change.
ISBN 1-55753-182-X
Customer Obsession: Your Roadmap to Profitable CRM
By: Ad Nederlof and Dr. Jon Anton
Finally, here is a book that covers the complete “journey” of CRM implementation. Ad Nederlof and Dr. Jon Anton have done the near impossible: to position CRM in such a way that it makes practical sense to C-level executives. Beginning with the title of the book, “Customer Obsession,” on through the last chapter, this book positions CRM for what it really is, namely, a complete change in corporate strategy, from the top down, that brings the customer into focus.
ISBN 0-9719652-0-X
Customer Relationship Management – Making Hard Decisions with Soft Numbers
By: Dr. Jon Anton
This Prentice Hall published book describes a complete methodology for driving customer feedback into executive decision-making. As the first book ever printed on CRM analytics, the reader will find unique and practical suggestions on how to make hard executive decisions using the statistics of customer perception and satisfaction, i.e., “soft numbers.”
ISBN 0-13-438474-1
Customer Relationship Management Technology “Infrastructure for Customer Collaboration”
By: Jon Anton and Bob Vilsoet
From our research on the American consumer, it has become very clear that potentially the best customer service strategy is “to offer every possible channel for the customer to help themselves, i.e., self-service.” Customer actuated service is mostly driven by technology, and the “art” of self-service is to ensure that the technology is intuitive, easy to use, and that the customer is rewarded for “having done the job themselves.” This book delves into all the technology solutions that enable self-service. The reader will find a robust description of the technology alternatives, and many examples of how self-service is saving companies money, while at the same time satisfying customers.
ISBN 0-9630464-7-0
Customer Relationship Management: The Bottom Line to Optimizing Your ROI
By: Jon Anton and Natalie L. Petouhoff
Customer Relationship Management recommends effective initiatives toward improving customer service and managing change. Creative methodologies are geared toward building relationships through customer-perceived value instruments, monitoring customer relationship indices, and changing the corporate culture and the way people work.
ISBN 0-13-099069-8
e-Business Customer Service
By: Jon Anton and Michael Hoeck
With the advent of e-business technology, we suddenly find ourselves with completely different customer service channels. The old paradigms are gone forever. This book details how to measure and manage e-business customer service. The book describes the key performance indicators for these new channels, and it describes how to manage by these new rules of engagement with specific metrics. Managing customer service in this “new age” is different, it is challenging, and it is impossible to migrate from the old to the new without reading this book.
ISBN 0-9630464-9-7
Forward Business Intelligence
By: Jon Anton and Natalie Petouhoff
“Case Studies of Customer Analytics” In this book we describe sixteen case studies of how to process caller data into actionable reports for real-time management decision-making. Reporting examples include ad hoc reports, exception reports, threshold reports, drill-down reports, and statistical reports.
ISBN 0-9630464-4-6
How to Conduct a Call Center Performance Audit: A to Z
By: Jon Anton and Dru Phelps
Call centers are an important company asset, but also a very expensive one. By learning to conduct a performance audit, readers will be able to understand ofer fifty specific aspects of a call center that must be running smoothly in order to achieve maximum performance in both efficiency and effectiveness of handling inbound customer calls.
ISBN 0-9630464-6-2
Integrating People with Processes and CRM Technology
By: Jon Anton, Natalie Petouhoff, & Lisa Schwartz
This book contains valuable information regarding the “people” side of technology initiatives. Many companies buy the best hardware and software, and spend thousands of dollars implementing technology only to find out that the employees resist the changes, and do not fully adopt the new, and possibly, improved processes. By understanding how to manage people during change, managers will see a much quicker ROI on their technology initiatives.
ISBN 0-9630464-3-8
Listening to the Voice of the Customer
By: Dr. Jon Anton
With the help of this book, the professional skills you need to measure customer satisfaction will lead you to different approaches until you have found the one that best fits you, your company, and your organization’s culture.
ISBN 0-91591-43-8
Minimizing Agent Turnover
By: Jon Anton and Anita Rockwell
Some agent turnover can be functional, but most turnover is dysfunctional and can be very expensive. This book explores the types of turnover, including internal versus external; and documents the typical causes of agent turnover. Most importantly, this book describes a methodology for diagnosing the root causes of your agent turnover, and suggests improvement initiatives to minimize agent turnover at your customer contact center.
ISBN 0-9630464-2-X
Selecting a Teleservices Partner
By: Jon Anton and Lori Carr
This book tackles one of today’s hottest topics: Customer Contact Outsourcing. Companies are in a Quandary about the myriad of teleservices questions they’re faced with, such as deciding to outsource, cost/benefit analysis, RFP development, proposal assessment, vendor selection, contractual requirements, service level performance measurement, and managing an ongoing teleservices relationship. With the authors help, readers will find this complex issue straightforward to approach, understand, and implement.
ISBN 0-9630464-8-9
The Four-Minute Customer
By Michael Tamer
This is a very unique book directed at developing and maintaining “Top Reps” that are uniquely motivated to deliver the highest possible quality of caller customer service at your center. Learn what it takes to find and lead the best of the best. Don’t settle for mediocrity. Instead, learn how to manage the best in class customer contact center by attracting and keeping Top Reps at your organization.
ISBN 0-9630464-1-1
Books Available from The Purdue University Press
The Customer Call Center Outback: A frontline supervisor’s map to success- Mike Trotter
A great useful recipe guide to the most common problems facing frontline call center managers.
Books available from Amazon or Borders (whatever your poison)
Call Center Management on Fast Forward: Succeeding in Today's Dynamic Inbound
Environment
by Brad Cleveland, Julia Mayben (Paperback - 1999)
The perfect book for the people that are managing the call centers. Especially when call center is just a part of your responsibility and you need a comprehensive and exhaustive in-depth description of call center activities. It explains all aspects of organizing and analyzing a Call Center.
Call Center Forecasting and Scheduling : The Best of Call Center Management
Review
by Gerry Barber, et al (Paperback - September 2000)
A great book to learn the dynamics of call center operation. It reviews forecasting call volumes using quantitative and judgmental approaches. It discusses call center basics such as the nature of an incoming call and the Pooling Principle. It touches on staffing and getting the people where they need to be at the right time.
Building Call Center Culture
by Dan Coen (Paperback - January 2001)
This book speaks directly to the call center manager. The ideas are perfect for building a call center management program. Especially the motivational tools and training programs are very helpful.
The Call Center Handbook 4 Ed: The Complete Guide to Starting, Running, and
Improving Your Customer Contact Center
by Keith Dawson (Paperback)
Call centers are a tricky combination of technology and people management, and this book will allow you to get a handle on the many aspects of call centers.
Call Center Sample Monitoring Forms
by Ann Wilner (Editor), various (Ring-bound)
An important part of any successful call monitoring program is the actual form used to evaluate agents. These 64 forms show the breadth of performance criteria, the varying level of procedural complexity and detail, and the spectrum of scoring mechanisms in use in a wide array of enterprises today.
Customer Call Center Adoption Trends and Directions: Industry and Company Size
Analysis [DOWNLOAD: PDF]
by IDC (Author) (Digital)
Customer Support and Call Center Applications: At Industrial Strength?
[DOWNLOAD: PDF]
by IDC (Author) (Digital)
Online Customer Care: Strategies for Call Center Excellence
by Michael Cusack (Hardcover - 1998)
Even though the field is changing so quickly, Michael Cusack's book won't date because of (1) the way he applies the lasting principle of soundly balancing technology, process and people, and (2) the masterful manner in which he draws on historical and current knowledge and trends in order to cover likely future developments.
Managing and Motivating Contact Center Employees : Tools and Techniques for
Inspiring Outstanding Performance from Your Frontline Staff
by Malcolm Carlaw, et al (Paperback)
This creative and practical book gives instant help to anyone who knows the difficulties of managing in the diverse and dynamic contact center environment. Reveals how to boost morale, streamline business processes, and inspire outstanding performance from frontline sales and service staff.
Designing the Best Call Center for Your Business: A Complete Guide for Location,
Services, Staffing, and Outsourcing
by Brendan B. Read (Paperback - December 2000)
This book describes the feasibility and the staffing issues well. The outsourcing concepts are also well defined and can act as good guidelines.
Call Center Technology Demystified: The No-Nonsense Guide to Bridging Customer
Contact Technology, Operations and Strategy
by Lori Bocklund, Dave Bengtson (Paperback - June 2002)
The emphasis on strategy is key. The authors speak directly to their readers by asking them to assess their current and future technology plans within the context of achieving specific end results (lower cost per contact via self-service, greater serviceability reach, higher agent retention) that align with the strategic nature of the larger corporate entity (threshold for change, timelines, ability or willingness to invest significantly in call center operations, customer service philosophy).
Call Center Success: Essential Skills for Csr's (Crisp Fifty-Minute Book)
by Lloyd C. Finch (Paperback - October 2000)
A guide for customer service representatives to handling the challenges of the job and representing the company with friendliness and dignity. An interactive foundation for learning to build good customer relationships.
Call Center Recruiting and New Hire Training
by Greg Levin, et al (Paperback)
To help you prepare for booming call center growth and the demands of the emerging multichannel environment, Call Center Recruiting and New Hire Training compiles the best articles, ideas and tools from the monthly newsletter Call Center Management Review to give you the foundation for a forward-thinking approach to agent recruitment and new-hire training.
Re-Organising Service Work: Call Centres in Germany and Britain
by Ursula Holtgrewe (Editor), et al (Hardcover - December 2002)
Call Center Savvy: How to Position Your Call Center for the Business Challenges
of the 21st Century
by Keith Dawson (Preface) (Paperback - April 1999)
This book can help a smart call center manager create long-term success. It explores how the call center works, and how it fits into a larger business strategy; how new technologies will affect operations; the role of the Internet; the effect of international expansion; and what the future holds.
Leveraging Call Center Investments to Enhance Customer Satisfaction
by American Productivity & Quality Center (Spiral-bound)
Examine the role call centers play in enhancing organizational customer satisfaction systems in Leveraging Call Center Investments to Enhance Customer Satisfaction. Based on the results of a consortium benchmarking study, this report presents 13 findings concerning linking the call center's customer satisfaction system with the company's vision, developing and implementing the system, and measuring its effectiveness.
A Practical Guide to Call Center Technology
by Andrew J. Waite (Paperback - January 2002)
A highly informational book for business people who need to set up a telephone system to handle customer orders, complains, and other important matters. Fielding long-distance calls from any number of people for good business is no small feat, and chapters from this guide address such diverse issues as basic connection and setup, typical switching systems, the value of an ACD (Automatic Call Distributor) system, and much more.
The Call Center Dictionary
by Madeline Bodin, Keith Dawson (Paperback - February 2002)
The Complete Help Desk Guide
by Mary Lenz (Paperback)
This book will teach you how to create the world's best- manned or unmanned help desk for technical support - for employees and/or customers. This book will help you choose the right help desk software, the best help desk equipment and find the right employees. The book covers help desks that are attached to phone lines and the Internet.
Customers: Arriving With A History And Leaving With An Experience; How to Build
Your Sales, Service or Help Desk Call Center To Please Customers
by Andrew J. Waite (Paperback)
This book will teach you how to create an excellent call center for employees and/or customers. It will help you choose the right help desk software, the best help desk equipment and find the right employees. The book contains in-depth interviews with successful help desk mangers, hundreds of tips for choosing the right system and a 40-page guide detailing help desk systems (i.e. ones available today) and their prices.
Call Center Operations: A Guide for Your Journey to Best-Practice Processes
by Becki Hack, et al (Paperback)
It provides readers with a comprehensive understanding of what it takes to achieve successful call center operations. Based on years of research into the practices of leading organizations--and supported by examples of best practices and tips from actual practitioners--this book will guide readers in their own call center efforts.
Wake Up Your Call Center: Humanizing Your Interaction Hub (3rd Edition)
by Rosanne D'Ausilio (Paperback)
A straightforward guide for humanizing the most impersonal: the manic pace of the modern teleservice center. Learn how to delight your clients and make your call center your very own secret weapon.
Call Centers Made Easy
by Stephen Medcroft (Paperback)
This tells how to build and budget for a call center to achieve goals and increase profits; from designing a customer service call center to using call center technology and software. Chapters are quite specific on how to build call center designs around business needs.
The Customer Call Center Outback: A Frontline Supervisor's Map to Success
by Michael D. Trotter (Paperback - May 2002)
Tele-Stress - Relief For Call Center Stress Syndrome
by Stephen Coscia (Mass Market Paperback - October 1998)
Surveys indicate that 98 percent of call-center employees receive at least one stressful call each day. Irate customers are the leading cause of tele-stress. The author explains what it is, how it affects the body, and how to overcome it with commonsense strategies.
Call Center Sample Customer Satisfaction Forms
by various (Editor), compilation (Ring-bound)
The Call Center Sample Customer Satisfaction Forms book provides call center professionals with an array of "real" examples of surveys currently used in a wide array of enterprises today.
Call Centers and the Internet: Enhancing Customer Contact
by American Productivity & Quality Center (Spiral-bound)
Based on a groundbreaking consortium benchmarking study, this report examines eight findings in four focus areas: the emerging role of the Internet, building an Internet business, maintaining an Internet environment, and measuring success in an Internet environment.
Frankie at the Call Center
by Gordon MacPherson (Paperback)
A children's book, as told by Frankie, an adorable penguin, explaining the call center industry in language that children understand and appreciate. With 31 colorful illustrations. All profits generated from this book go to Boy's Town National Hotline.
A Career for the 21st Century: A Handbook for Call Center Agents
by Clifford G. Hurst (Paperback)
This book answers many of the questions you will have during your first months on the job as a call center agent. The glossary provides a handy reference to the specialized technology and terminology used in call centers.
The Developing Market for Global Call Centers [DOWNLOAD: PDF]
by Faulkner Information Services (Author) (Digital)
UK Call Centers Market Development [DOWNLOAD: PDF]
by Market & Business Development Ltd. (Author) (Digital)
Design and Engineering of Call Centers- Towards the Perfect Call Center 2000
[DOWNLOAD: PDF]
by callcentres.net (Author) (Digital)
The Users Speak: Trends in Call Centers and Web-Based Customer Care [DOWNLOAD:
PDF]
by Yankee Group (Author) (Digital)
Telephone Call Centers in the US [DOWNLOAD: PDF]
by IBISWorld (Author) (Digital)
The Multichannel Call Center Study Final Report
by Research Strategies International, Incoming Calls Management (Ring-bound)
The data uncovered and key insights will help organizations to realistically assess their call center's progress, make wise technology investments and focus on appropriate developmental priorities.
Call Centers [DOWNLOAD: PDF]
by Global Industry Analysts (Author) (Digital)
Telepro Self-Study
by Jack A Green (Ring-bound)
Telepro Self Study provides audio tape and self paced, 10 module training to assist telephone-based staff with effective customer relationship skills. The program provides on-the-job applications, with competency based, behavioural standards and expectations.
Call Center Operations: Profiting from Teleservices
by Charles E. Day (Paperback)
Virtually all topics related to establishing and operating a call center, then managing its operation, are covered in well written, concise chapters. In addition, he provides a reasonably good set of appendices with references to consultants, measurement techniques, etc.
Call Centers: Technology & Techniques
by Jack A. Green (Paperback)
Call Center Humor: The Best of Call Center Management Review, Volume 3
by Greg Levin, Susan Hash (Paperback)
Inbound Call Centers: Design, Implementation, and Management
by Robert A. Gable (Hardcover - December 1993)
A manual for managers responsible for a company's incoming telephone center or scattered network of centers. Describing such centers as combinations of technology and business practice, provides basic guidelines for their design and operation, and considers the flexibility needed to respond to changes in company policy or business trends, or to disaster situations.
Call Center Benchmarking (Deciding If Good Is Enough)
by Jon Anton, et al (Paperback)
A comprehensive overview of the subject.
Inbound Customer Call Center Design
by J. Anton (Paperback - February 1994)
Call Center Metrics That Matter
by Jon Anton, et al
Anton explores issues that matter to customers, issues that lead to corporate profitability, and issues on how to organize call center measurements that encompass a "matrix of solutions" that lead directly to customer, employee, and investor loyalty.
Best Practices in Call Center Management, Operations and Technology Benchmarking
Report
by ProSci Research (Paperback)
112 call centers from around the world share how they have improved service quality, customer satisfaction and call center efficiency. This report shares lessons learned by call center managers regarding their most effective management practices. It also identifies the operational and technological improvements that are having the greatest impact on customer satisfaction and call center efficiency.
Automating Your Support Center--A Practical Guide to Assessing Service
Automation Tools
by Monica David (Paperback - October 1997)
Call Center Continuity Planning
by Jim Rowan, Sharon Rowan (Contributor) (Paperback)
Healthcare Call Centers: Improving Patient Service, Satisfaction, and Retention
by Toni Baych
Managing Human Resources in Call Centers
by Nick Garrett, et al (Paperback - March 2002)
A practical guide to recognizing and resolving the problems and issues surrounding HR in Call Centers.
337 Killer Voice Processing Applications: Covering Voice Processing, Audiotex,
Call Centers, Fax on Demand, Interactive Voice Response, Outbound Dialing, and
Messaging
by Edwin Margulies (Paperback)
Contact Centers in the 21st Century: A European Overview [DOWNLOAD: PDF]
by IDC (Author) (Digital)
This report outlines the development of contact centers in Europe, specifically offering a comparative analysis of ten e-customer care service vendors and forecasts the e-customer services spending in the European market from 2000 through to the year 2005.
Ringing In The Future -- Real-Time Service Interactions in Multimodal Contact
Centers [DOWNLOAD: PDF]
by Jupitermedia Corporation (Author) (Digital)
Singapore Enterprise Perspectives on Customer Call Center IT Solutions
[DOWNLOAD: PDF]
by IDC (Author) (Digital)
Speech Recognition in the Call Center [DOWNLOAD: PDF]
by Jupitermedia Corporation (Author) (Digital)
China's Enterprise Perspectives on Customer Call Center IT Solutions [DOWNLOAD:
PDF]
by IDC (Author) (Digital)
India's Enterprise Perspectives on Customer Call Center IT Solutions [DOWNLOAD:
PDF]
by IDC (Author) (Digital)
India Calling- A Report on the Call Center Industry [DOWNLOAD: PDF]
by Scope eKnowledge Center Ltd. (Author) (Digital)
Maximizing Call Center Performance: 136 Innovative Ideas for Increasing
Productivity and Customer Satisfaction
by Madeline Bodin
Navigating the
Customer Contact Center in the 21st Century
by
William Durr
A text for supervisors, managers and executives offers a guide through the new forms of communication being used in business, such as e-mail, and the Internet. Shows how these forms of communication have transformed what was once the call center into what is can now be termed the customer contact center.
Customer Management Books
Building the Customer-Centric Enterprise: Data Warehousing Techniques for
Supporting Customer Relationship Management
by Claudia Imhoff, et al (Paperback)
The CRM Handbook: A Business Guide to Customer Relationship Management
by Jill Dyche, Jill Dych (Paperback)
Mastering Data Mining: The Art and Science of Customer Relationship Management
by Michael J. A. Berry (Author), Gordon Linoff (Author) (Paperback)
Loyalty Rules! How Leaders Build Lasting Relationships
by Frederick F. Reichheld (Hardcover)
Data Mining Cookbook: Modeling Data for Marketing, Risk and Customer
Relationship Management
by Olivia Parr Rud (Author) (Paperback)
Accelerating Customer Relationships: Using CRM and Relationship Technologies
by Ronald S. Swift (Hardcover)
Harvard Business Review on Customer Relationship Management
by C. K. Prahalad, et al (Paperback)
Developing Knowledge-Based Client Relationships, The Future of Professional
Services
by Ross Dawson (Paperback)
The Customer Relationship Management Survival Guide
by Dick Lee, Richard A., Jr. Lee (Paperback)
Customer Relationship Management: Getting It Right!
by Judith W. Kincaid (Paperback)
The One to One Future: Building Relationships One Customer at a Time
by Don Peppers, et al (Paperback - January 1997)
Customer Relationship Management : Integrating Marketing Strategy and
Information Technology
by William G. Zikmund (Author), et al (Paperback - December 2002)
Service Management and Marketing : A Customer Relationship Management Approach,
2nd Edition
by Christian Grönroos (Author), Christian Gronroos (Paperback)
Performance-Driven CRM: How to Make Your Customer Relationship Management Vision
a Reality
by Stanley A. Brown (Author), et al (Hardcover)
Markets of One: Creating Customer-Unique Value through Mass Customization (A
Harvard Business Review Book)
by James H. Gilmore (Editor), B. Joseph Pine (Editor) (Hardcover -
February 2000)
The One to One Fieldbook: The Complete Toolkit for Implementing a 1To1 Marketing
Program
by Don Peppers, et al (Paperback - January 1999)
Customer Relationship Management (The Briefcase Book Series)
by Kristin L. Anderson, Carol J. Kerr (Paperback - September 2001)
Designing a Data Warehouse : Supporting Customer Relationship Management
by Chris Todman (Paperback)
Total Relationship Marketing: From the 4PS - Product, Price, Promotion, Place -
Of Traditional Marketing Management to the 30Rs - The Thirty Relationships - Of
the New Marketing P
by Evert Gummesson (Paperback - July 1999)
Secrets of Customer Relationship Management: It's All About How You Make Them
Feel
by James G. Barnes (Hardcover)
Healing Client Relationships: A Professional's Guide to Managing Client Conflict
by Paul Glen (Paperback - August 2001)
Essentials of CRM: A Guide to Customer Relationship Management (Essentials
Series)
by Bryan Bergeron (Author) (Paperback - February 2002)
The Relational Enterprise: Moving Beyond CRM to Maximize All Your Business
Relationships
by Ken Cooper, Kenneth Carlton Cooper (Hardcover)
Cooperate to Compete: Building Agile Business Relationships
by Kenneth Preiss (Author), et al (Hardcover)
The One to One Manager: Real-World Lessons in Customer Relationship Management
by Don Peppers, Martha Rogers (Hardcover)
The Stakeholder Strategy: Profiting from Collaborative Business Relationships
by Ann Svendsen (Hardcover - November 1998)
Strategic Market Relationships : From Strategy to Implementation
by Bill Donaldson (Author), Tom O'Toole (Author) (Paperback - February
2002)
Customer Relationship Management: A Strategic Imperative in the World of
E-Business
by Stanley A. Brown (Editor) (Hardcover - May 2000)
Customer Relationship Management: The Bottom Line to Optimizing Your ROI
(NetEffect Series)
by Jon Anton, Natalie L. Petouhoff (Paperback)
The Customer Marketing Method: How to Implement and Profit from Customer
Relationship Management
by Jay Curry, Adam Curry (Contributor) (Hardcover - March 2000)
Everyone Is a Customer: A Proven Method for Measuring the Value of Every
Relationship in the Era of Collaborative Business
by Jeffrey Shuman, et al (Hardcover - September 2002)
Customer Relationship Management
by Kaj Storbacka, et al (Hardcover)
Customer Relationship Management Systems: ROI and Results Measurement
by Glen S. Petersen (Paperback)
Beyond World Class: Building Character, Relationships, and Profits
by Alan M. Ross, Cecil B. Murphey (Contributor) (Hardcover - October
2001)
A Crash Course in Customer Relationship Management [DOWNLOAD: PDF]
(Digital)
loyalty.com : Customer Relationship Management in the New Era of Internet
Marketing
by Frederick Newell, Martha Rogers (Paperback)
The Relationship-Based Enterprise: Powering Business Success Through Customer
Relationship Management
by Ray McKenzie (Hardcover)
Wireless Rules: New Marketing Strategies for Customer Relationship Management
Anytime, Anywhere
by Frederick Newell, Katherine Newell Lemon (Hardcover)
Leadership Strategies in Customer Relationship Management [DOWNLOAD: PDF]
by META Group (Author) (Digital)
CRM in Financial Services: A Practical Guide to Making Customer Relationship
Management Work
by Merlin Stone, et al (Hardcover)
Automotive Service Management: Total Customer Relationship Management
by Mitch Schneider (Hardcover)
Customer Relationship Management : Europe 2001 [DOWNLOAD: PDF]
by Ute Appenzeller (Author), et al (Digital)
Relationship Marketing: The Book That Defined "The Age of the Customer" Revised
And Updated
by Regis McKenna (Afterword) (Paperback)
A Practical Guide to Successful Customer Relationship Management [DOWNLOAD: PDF]
(Digital)
Western European Customer Relationship Management Applications Market Forecast &
Analysis Summary, 2001-2005 [DOWNLOAD: PDF]
by IDC (Author) (Digital)
Relationship Marketing: Management of Customer Relationships
by Manfred Bruhn (Hardcover - December 2002)
Customer Relationship Management : Year 2000 Edition [DOWNLOAD: PDF]
by Christopher Fletcher (Author), James P. Leonard (Editor) (Digital)
From "Killer App" To "Killer Process": Achieving mCommerce Success Through
Strong Customer Relationships [DOWNLOAD: PDF]
by Tunc Yorulmaz (Author), Siew Pheng Tan (Author) (Digital)
FrontRange Solutions, Inc. - The Mid-Market of Customer Relationship Management
Goes Mainstream [DOWNLOAD: PDF]
by Aberdeen Group (Author) (Digital)
The Information Challenge in Customer Relationship Management: Applications:
Giga Collaboration [DOWNLOAD: PDF]
by Giga Information Group Inc. (Author) (Digital)
Customer Relationship Management: Electronic Customer Care in the New Economy
by Andreas Muther (Hardcover)
The Executive's Guide to Customer Relationship Management, Second Edition
by Paul Anderson, Art Rosenberg (Paperback)
Worldwide Customer Relationship Management Analytic Applications Software
Forecast, 2002-2006 [DOWNLOAD: PDF]
by IDC (Author) (Digital)
Customer Relationship Management: Making Hard Decisions with Soft Numbers
by Jon Anton, John Anton (Hardcover)
The Customer Relationship Management Planning Guide V2.0: CRM Steps I & II,
Customer-centric Planning & Redesigning Roles
by Dick Lee (Spiral-bound)
Self-guided CRM (Customer Relationship Management)
by Dick Lee (Spiral-bound)
The Customer Relationship Management Deployment Guide
by Dick Lee (Spiral-bound - October 2000)
Making It Personal: How to Profit from Personalization without Invading Privacy
by Bruce Kasanoff, et al
CRM: Redefining Customer Relationship Management
by Jeffrey Peel (Paperback)
Relationship Marketing: Gaining Competitive Advantage Through Customer
Satisfaction and Customer Retention
by Thorsten Hennig-Thurau (Editor), Ursula Hansen (Editor) (Hardcover -
February 2000)
Prime Movers: Define Your Business or Have Someone Define it Against You
by Rafael Ramirez (Author), Johan Wallin (Author) (Hardcover)
Customer Relationship Management: The Ultimate Guide to the Efficient Use of CRM
by Scn Education Bv (Editor) (Hardcover)
Customer Relationship Management
by F. Rajola, Federico Rajola (Hardcover)
Customer Relationship Management Systems Handbook
by Duane E. Sharp (Paperback)
Evolution in Print Sales: The Changing Relationship Between the Sales
Representative and the Customer Service Representative (Account Development
Series)
by Dick Gorelick (Paperback - December 2001)
One Size Fits One : Building Relationships One Customer and One Employee at a
Time
by Gary Heil (Author), et al (Hardcover - May 1999)
Customer Relationship Management for Large Enterprises [DOWNLOAD: PDF]
by Gartner (Author) (Digital)