Contact Center Books By an Amazon.com customer | |
 | Call Center Management on Fast Forward: Succeeding in Today's Dynamic Inbound Environment by Brad Cleveland Buy used from: $1.16 This gem of clarity covers the fundamental business and technical issues extremely well. |
 | Call Center Forecasting and Scheduling : The Best of Call Center Management Review by Brad Cleveland; Susan Hash; Editors Buy used from: $27.65 These reprinted articles cover the basics. As a vendor of workforce management software, I see some gaps. Slightly dated. |
 | Online Customer Care: Applying Today's Technology To Achieve World-Class Customer Interaction by Michael Cusack Buy new: $50.00 / Used from: $0.01 Solid. |
 | The Inmates Are Running the Asylum by Alan Cooper Buy used from: $0.25 For those who support high tech products, this book provides fascinating insight into the user experience. |
 | Things That Make Us Smart: Defending Human Attributes In The Age Of The Machine by Donald A. Norman Buy new: $17.03 / Used from: $0.44 Another classic on why technology drives people crazy. |
 | The Loyalty Effect: The Hidden Force Behind Growth, Profits, and Lasting Value by Frederick F. Reichheld Buy used from: $0.06 This classic explains why we should bother delivering outstanding customer service. |
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