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  • Developments in the Call Centre Industryby Julia Connell; John Burgess

    Taylor and Francis 2006; US$ 54.95

    Over the past ten years there has been a massive growth in call centres worldwide. These centres are said to represent the most dynamic growth area in white-collar employment internationally since the mid 1990s. Yet the footloose and global nature of the industry means that jobs will always be susceptible to outsourced operations, ICT developments,... more...

  • Designing the Best Call Center for Your Businessby Brendan B. Read

    CRC Press 2005; US$ 49.95

    Designing the Best Call Center for Your Business examines all key aspects of opening and expanding a live agent call center, with in-depth coverage on facilities and workstation design; site selection, including communications and power backups; f more...

  • The Call Center Dictionaryby Madeline Bodin

    CRC Press 2002; US$ 35.95

    Your company needs a call center to be competitive in the 21st century. This book is your guide to the technology, techniques, and trends in today's call centers. The Call Center Dictionary contains all the information you need to: Understand: Your boss, more...

  • Telephone Sales For Dummiesby Dirk Zeller

    Wiley 2011; US$ 19.99 US$ 17.50

    Nearly 100 million Americans (one out of three) purchase goods and services over the phone each year. Telephone Sales For Dummies shows both new and seasoned sales reps, from realtors, insurance agents to telemarketers, how to create pre-call plans and effectively prospect via the phone. Packed with techniques, scripts, and dialogues, this hands-on,... more...

  • Call Centre Servicesby Avinandan Mukherjee; Neeru Malhotra

    Emerald Group Publishing Limited 2009; US$ 199.00

    Call centres represent the service economy of the digital era. A call centre is defined as a centralised or dispersed operation in which a managed and supervised group of people answer telephones and/or make telephone calls and, increasingly, communicate online. Call centres have become an inevitable aspect of service delivery in today's business... more...

  • The Art of Influencing and Sellingby Ardi Kolah

    Kogan Page 2013; US$ 21.65

    Driving more profitable sales isn't down to luck. The Art of Influencing and Selling shows how following simple but effective sales techniques delivers profitable bottom-line results every time. Crammed full of practical sales tips, it's written for those who may lack confidence in selling but who can become successful in selling and even enjoy it. more...

  • Call Center Operationby Duane Sharp

    Elsevier Science 2003; US$ 62.95

    Every customer-facing corporation has at least one call center. In the United States, call centers handle a billion calls per year. Call Center Operation gives you complete coverage of the critical issues involved in the design, implementation, organization, and management of a customer call center. Sharp provides information on advanced technology... more...