Books on the topic 'Customer service call centres'

Clarke, Keith. Customer call centres report. London: Cambridge MarketIntelligence, 1995.

Hunter, David. Making contact: Developing successful call centres in local government. [Bristol]: FITLOG, 2000.

Foundation for Information Technology in Local Government., ed. Making contact: Developing successful call centres in local government. [Bristol]: FITLOG, 2000.

Granered, Erik. Global call centers: Achieving outstanding customer service across cultures & time zones. Boston: Nicholas Brealey International, 2005.

Call centre training handbook: A complete guide to learning and development in contact centres. London: Kogan Page, 2008.

La gestion d'un centre de contacts clientèle: Les notions de base, un lexique complet des termes anglais-français utilisés dans le milieu. Montréal: Éditions Transcontinental, 2001.

Practices, LLC Best. Service-to-sales excellence: Developing service representatives into high-sales achievers. Chapel Hill, NC: Best Practices, LLC, 2004.

Office, General Accounting. Customer service: Human capital management at selected public and private call centers : report to the Chairman, Subcommittee on Oversight, Committee on Ways and Means, House of Representatives. Washington, D.C. (P.0. Box 37050 Washington, D.C. 20013): The Office, 2000.

Julia, Mayben, ed. Call center management on fast forward: Succeeding in today's dynamic inbound environment. Annapolis, Md: Call Center Press, 1997.

1967-, Bapat Vivek, and Hall Bill 1944-, eds. Call center performance enhancement using simulation and modeling. West Lafayette, Ind: Ichor Business Books, 1999.

Focus, Inc Customer. Delighting customers: Creating customer focus participant kits for call centers. [United States]: Customer Focus, 2000.

Office, General Accounting. IRS telephone assistance: Quality of service mixed in the 2000 filing season and below IRS' long-term goal : report to the Chairman, Subcommittee on Oversight, Committee on Ways and Means, House of Representatives. Washington, D.C: U.S. General Accounting Office, 2001.

Office, General Accounting. IRS telephone assistance: Limited progress and missed opportunities to analyze performance in the 2001 filing season : report to the Chairman, Subcommittee on Oversight, Committee on Ways and Means, House of Representatives. Washington, D.C: The Office, 2001.

Surma, Silke. Selbstwertmanagement: Psychische Belastung im Umgang mit schwierigen Kunden. Wiesbaden: Gabler Verlag / Springer Fachmedien Wiesbaden GmbH, Wiesbaden, 2012.

Ferrucci, Francesco. Pro-active Dynamic Vehicle Routing: Real-Time Control and Request-Forecasting Approaches to Improve Customer Service. Berlin, Heidelberg: Springer Berlin Heidelberg, 2013.

Abbott, James C. Designing effective call centers. Greenville, SC: Robert Houston Smith Pub., 2007.

Call centers for dummies. Ontario: J. Wiley & Sons Canada, 2005.

Phone clones: Authenticity work in the transnational service economy. Ithaca: ILR Press, 2012.

Anderson, Paul V. The executive's guide to customer relationship management: Retention, loyalty, profit. Houston: Doyle Pub. Co., 1999.

Anderson, Paul V. The executive's guide to customer relationship management: Retention, loyalty, profit. 2nd ed. Houston: Doyle Pub. Co., 2000.

Call Center handbook. Burlington, MA: Digital Press/Elsevier Science, 2003.

Shah, Satya. Optimising customer support in contact centres using soft computing approach. Cranfield, Bedfordshire, U.K: Cranfield University, 2006.

Cleveland, Brad. ICMI's call center management dictionary: The essential reference for contact center, help desk and customer care professionals. Annapolis, Md: Call Center Press, 2003.

Keith, Dawson, ed. The call center dictionary: The complete guide to call center & customer support technology solutions. New York: CMP Books, 2002.

D'Ausilio, Rosanne. Wake up your call center: How to be a better call center agent. West Lafayette, IN: Ichor Business Books, 1998.

Wake up your call center: Humanizing your interaction hub. 3rd ed. West Lafayette, Ind: Ichor Business Books, 2000.

Designing the best call centre for your business: A complete guide for location, services, staffing, and outsourcing. New York: CMP Books, 2000.

The call center handbook. 4th ed. Gilroy, CA: CMP Books, 2001.

The executive guide to call center metrics. Greenville, SC: Robert Houston Smith Publishers, 2004.

Shire, Karen A., Christian Kerst, and Ursula Holtgrewe. Re-Organising Service Work: Call Centres in Germany and Britain. Taylor & Francis Group, 2017.

(Editor), Ursula Holtgrewe, Christian Kerst (Editor), and Karen Shire (Editor), eds. Re-Organising Service Work: Call Centres in Germany and Britain. Ashgate Publishing, 2002.

Shire, Karen A., Christian Kerst, and Ursula Holtgrewe. Re-Organising Service Work: Call Centres in Germany and Britain. Taylor & Francis Group, 2017.

Office, National Audit. Using Call Centres to Deliver Public Services. Stationery Office Books, 2002.

Kinnie, Nick, and Stephen Deery. Call Centres and Human Resource Management. Palgrave Macmillan, 2014.

Butler, David L. Bottom-Line Call Center Management: Creating a Culture of Accountability and Excellent Customer Service. Taylor & Francis Group, 2016.

Global Call Centers: Achieving Outstanding Customer Service Across Cultures and Time Zones. Nicholas Brealey Publishing, 2004.

A Career for the 21st Century: A Handbook for Call Center Agents. Trafford Publishing, 2000.

Bottomline Call Centre Management Creating A Culture Of Accountability And Excellent Customer Service. Routledge, 2004.

Customers: Arriving With A History And Leaving With An Experience; How to Build Your Sales,Service or Help Desk Call Center To Please Customers. CMP Books, 1996.

Superior client service: Call center service for financial institutions : coaching handbook. Amherst, Mass: HRD Press, 2006.

Kinnie, N., and S. Deery. Call Centres and Human Resource Management: A Cross-National Perspective. Palgrave Macmillan, 2003.

Garber, Peter R. Learning Points: 100 Activities and Actions for Customer Service Excellence (Learning Points). HRD Press, Inc., 2004.

Stephen, Deery, and Kinnie Nicholas, eds. Call centres and human resource management: A cross-national perspective. Basingstoke: Palgrave Macmillan, 2004.

1955-, Deery Stephen, and Kinnie Nicholas 1955-, eds. Call centres and human resource management: A cross-national perspective. New York: Palgrave Macmillan, 2004.

Call Center Management on Fast Forward: Succeeding in Today's Dynamic Customer Contact Environment. ICMI Press, 2006.

Bapat, Vivek, Jon Anton, and Bill Hall. Call Center Performance Enhancment Using Simulation and Modeling (Customer Access Management). Purdue University Press, 2000.

Fluss, Donna. The Real-Time Contact Center: Strategies, Tactics, And Technologies For Building A Profitable Service And Sales Operation. AMACOM/American Management Association, 2005.

Real-Time Contact Center: Strategies, Tactics, and Technologies for Building a Profitable Service and Sales Operation. AMACOM, 2005.

Mayben, Julia, and Brad Cleveland. Call Center Management on Fast Forward: Succeeding in Today's Dynamic Inbound Environment. 2nd ed. Call Center Press, 1999.

Call Center Benchmarking. West Lafayette: Purdue University Press, 2005.