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.

Durr, William. Navigating the Customer Contact Center in the 21st Century. Cleveland, OH: Advanstar Communications, 2001.

Waite, Andrew J. A Practical Guide to Call Center Technology. CMP Books, 2001.