Index:
	ACD and related products Trade publications Call center books	News groups White papers/articles/forums Help desk	Glossaries/FAQs Institutions/associations

ACD and ACD related equipment/product manufacturers:

• Avaya Business Communications
• Cisco Systems
• eOn Communications
• Ericsson
• Genesys
• Nortel Networks
• Perimeter Technology
• Siemens

Trade publications - Magazines, Newsletters, Web Resources:

• Business Communications Review
• Call Center Magazine
• Call Center News Service
• CallCenterOps
• Call Centre Focus (UK)
• Communications News
• Computer Telephony
• Contact Center World
• Data Communications
• Incoming Calls Management Institute (Call Center Management Review)
• ITtoolbox CRM
• Telecom Books
• Telecommunications
• Teleconnect Magazine
• Teleprofessional Magazine
• TMC / CTI Expo / C@ll Center Solutions / CTI / Internet Telephony

Find a book at Amazon.com:(Enter keywords)

Search: All Products Books Popular Music Classical Music DVD & Video Toys & Games Electronics Software Tools & Hardware Lawn & Patio Kitchen Keywords:

Call Center related books available at Amazon.com:
    (Stars indicate average customer review rating at Amazon.com)

• 1001 Computer Telephony Tips, Secrets & Shortcuts Edwin Margulies / Paperback / 1996
  
  
• 301 Great Customer Service Ideas From America's Most Innovative Small Companies Nancy Artz and Harvey MacKay / Paperback / 1998
  
  
• 337 Killer Voice Processing Applications Edwin Margulies / Paperback / 1997
  
  
• Automating Your Support Center - A Practical Guide to Assessing Service Automation Tools Monica David / Paperback / 1997
  
  
• Best Practices in Call Center Management, Operations and Technology Benchmarking Report by ProSci Research / Paperback / 1999
  
  
• Best Practices in Customer Service Ron Zemke, John A. Woods / Paperback / 1999
  
  
• Breakthrough Customer Service: Best Practices of Leaders in Customer Support Stanley A. Brown / Hardcover / 1998
  
  
• Building Call Center Culture Dan Coen / Paperback / 2001
  
  
• Call Center Benchmarking (Deciding If Good Is Enough) by Jon Anton, David Gustin / Paperback / 2000
  
  
• Call Center Forecasting and Scheduling : The Best of Call Center Management Review Gerry Barber, Brad Cleveland, Henry Dortmans, Greg Levin, Gordon Mac Pherson, Ann Smith / Paperback / 2000
  
  
• Call Center Handbook : The Complete Guide to Starting, Running and Improving Your Call Center Keith Dawson / Paperback / 2001
  
  
• Call Center Management on Fast Forward: Succeeding in Today's Dynamic Inbound Environment Brad Cleveland, Julia Mayben / Paperback / 1999
  
  
• Call Center Management : By the Numbers - Jon Anton / Paperback / 1997
  
  
• Call Center Operations: Profiting from Teleservices by Charles E. Day / Paperback / 2000
  
  
• Call Center Performance Enhancement Using Simulation and Modeling by Jon Anton, Bapat Vivek, Bill Hall, Vivek Bapat / Paperback / 2000
  
  
• Call Center Savvy: How to Position Your Call Center for the Business Challenges of the 21st Century - Keith Dawson / Paperback / 1999
  
  
• Call Center Success : Essential Skills for Csrs (Crisp Fifty-Minute Book) - Lloyd C. Finch / Paperback / 2000
  
  
• Call Centers and the Internet: Enhancing Customer Contact by Quality Center, American Productivity / Spiral-bound / 1999
  
  
• Complete Guide to Customer Service Linda Lash / 1988
  
  
• Creating Customer Connections: How to Make Customer Service a Profit Center for Your Company (Taking Control Series) Jack Burke / Paperback / 1996
  
  
• CRM at the Speed of Light: Capturing and Keeping Customers in Internet Real Time Paul Greenberg / Hardcover / 2001
  
  
• Customer Centered Growth: Five Proven Strategies for Building Competitive Advantage R. Whiteley & D. Hessan / Hardcover / 1997
  
  
• Customer Relationship Management: Making Hard Decisions With Soft Numbers Jon Anton, John Anton / Hardcover / 1996
  
  
• Customer Relationship Management: A Strategic Imperative in the World of E-Business Stanley A. Brown / Hardcover / 2000
  
  
• Customer Responsive Management: The Flexible Advantage Frank W. Davis Jr, Karl B. Mandrodt / Paperback / 1996
  
  
• Customer Retention: An Integrated Process for Keeping Your Best Customers Michael W. Lowenstein / Hardcover / 1995
  
  
• Customer Satisfaction Is Worthless, Customer Loyalty Is Priceless : How to Make Customers Love You, Keep Them Coming Back and Tell Everyone They Know Jeffrey H. Gitomer / Hardcover / 1998
  
  
• Customer Service and the Telephone (Business Skills Express) Dennis Becker, Paula Borkum Becker / Paperback / 1994
  
  
• Customer Service Excellence (Business Skills Express) Debra J. MacNeill / Paperback / 1993
  
  
• Customer Service for Dummies Keith Bailey, Karen Leland / Paperback / 1995
  
  
• Customer Service over the Phone Stephen Coscia / Paperback / 1998
  
  
• Customer Service: A Complete Training Package (The McGraw-Hill One-Day Workshop) Wendy Carter / Hardcover / 1994
  
  
• Customer Service: A Practical Approach Elaine K. Harris / Paperback / 1995
  
  
• Customers: Arriving With A History And Leaving With An Experience; How to Build Your Sales,Service or Help Desk Call Center To Please Customers Andrew Waite / Hardcover / 1996
  
  
• Delivering Knock Your Socks Off Service Kristin Anderson & Ron Zemke / Paperback / 1998
  
  
• Design and Management of Service Processes, Rohit Ramaswamy / Paperback / 1996
  
  
• Designing the Best Call Center for Your Business : A Complete Guide for Location, Services, Staffing, and Outsourcing Brendan B. Read / Paperback / 2000
  
  
• Desktop Encyclopedia of Telecommunications Nathan Muller / Paperback / 1998
  
  
• Frankie at the Call Center by Gordon MacPherson / Paperback / 1999
  
  
• From Cost to Profit Center: How Technology Enables the Difference by Jon Anton, R. Scott Davis / Paperback / 2003
  
  
• Great Customer Service on the Telephone (The Worksmart Series) by Kristin Anderson / Paperback / 1992
  
  
• How to Manage the IT Help Desk and Call Center Noel Bruton / Paperback / 2001
  
  
• How to Manage Your Contingent Workforce : Part-Timers, Temps, Leased Employees, and Independent Contractors by Mendelson, Fastiff, Tichy Littler, Mathiason Littler / Paperback / 1997
  
  
• Handbook of Key Customer Relationship Management, The: The Definitive Guide to Winning, Managing and Developing Key Account Business Ken Burnett / Hardcover / 2000
  
  
• How to Measure Service Quality & Customer Satisfaction : The Informal Field-Guide for Tools and Techniques Chuch Chakrapani / Hardcover / 1997
  
  
• Improving Service Quality: Achieving High Performance in the Public and Private Sectors Michael E. Milakovich / Hardcover / 1995
  
  
• Inbound Call Centers : Design, Implementation, and Management Robert A. Gable / Hardcover / 1993
  
  
• Inbound Customer Call Center Design J. Anton / Paperback / 1994
  
  
• Leveraging Call Center Investments to Enhance Customer Satisfaction by Quality Center, American Productivity / Spiral-bound / 1999
  
  
• Listening to the Voice of the Customer Jon Anton, Debra Perkins / Paperback / 1998
  
  
• Managing Telework: Strategies for Managing the Virtual Workforce by Jack M. Nilles / Hardcover / 1998
  
  
• Managing the Flexible Workforce by Richard Pettinger / Paperback / 1998
  
  
• Maximizing Call Center Performance: 136 Innovative Ideas for Increasing Productivity and Customer Satisfaction Madeline Bodin / Paperback / 1998
  
  
• McGraw-Hill Illustrated Telecom Dictionary Jade Clayton / Paperback / 2001
  
  
• Navigating the Customer Contact Center in the 21st Century William Durr / Paperback / 2001
  
  
• Newton's Telecom Dictionary: The Official Dictionary of Telecommunications and the Internet Harry Newton / Paperback / 2000
  
  
• Online Customer Care : Strategies for Call Center Excellence Michael Cusack / Hardcover / 1998
  
  
• Outsourcing Solutions : Workforce Strategies That Improve Profitability by Carleen Nelson-Nesvig, Eric Norton / Hardcover / 1997
  
  
• Predictive Dialing Fundamentals by Bob Edgar, Ken Thatcher, Aleksander Szlam / Paperback / 1996
  
  
• Running an Effective Help Desk Barbara Czegel / Paperback / 1998
  
  
• Strategic Customer Care : An Evolutionary Approach to Increasing Customer Value and Profitability Stanley A. Brown / 1999
  
  
• Successful Telemarketing : The Complete Handbook on Managing a Profitable Telemarketing Call Center Kathy Sisk / 1995
  
  
• Sustaining Knock your Socks Off Service T. K. Connellan & R. Zemke / Paperback / 1993
  
  
• Telepro Self-Study by Jack A Green / Ring-bound / 2000
  
  
• Tele-Stress - Relief for Call Center Stress Syndrome Stephen Coscia / Hardcover / 1996
  
  
• Telecommunications: Glossary of Telecommunications Terms Government Institutes / Paperback / 1997
  
  
• Telemarketing Essentials for the Executive : What You Need to Know Before You Start a Telemarketing Call Center Clarence R. Smith / Paperback / 1993
  
  
• The Big Book of Customer Service Training Games : Quick, Fun Activities for Training Customer Service Reps, Salespeople Peggy Carlaw, Vasudha Kathleen Deming / Paperback / 1998
  
  
• The Call Center Dictionary Madeline Bodin, Keith Dawson / Hardcover / 1999
  
  
• The Complete Help Desk Guide Mary Lenz / Hardcover / 1996
  
  
• The CRM Handbook: A Business Guide to Customer Relationship Management Jill Dyche / Paperback / 2001
  
  
• The Customer Loyalty Pyramid Michael W. Lowenstein / Hardcover / 1997
  
  
• The Customer Relationship Management Survival Guide Dick Lee / Paperback / 2000
  
  
• The Essential Guide to Telecommunications Annabel Z. Dodd / Paperback / 1999
  
  
• The Irwin Handbook of Telecommunications James H. Irwin / Hardcover / 2000
  
  
• The Service Edge: 101 Companies That Profit from Customer Care R. Zemke / Paperback / 1990
  
  
• The UnPBX - The Complete Guide to the New Breed of Communications Servers Edwin Margulies / Paperback / 1998
  
  
• The Virtual Workplace (Series in Information Technology Management) Magid Igbaria, Margaret Tan, Margar Tan / Paperback / 1998
  
  
• Using the Telephone More Effectively Madeline Bodin / Paperback / 1997
  
  
• Wake Up Your Call Center : How to Be a Better Call Center Agent (Customer Access Management) Rosanne D'Ausilio / Paperback / 1999
  
  
• Which Phone System Should I Buy Harry Newton
  
  

Related Usenet News Groups:

• news: alt.dcom.telecom
• news: comp.dcom.telecom
• news: comp.dcom.telecom.tech
• news: comp.dcom.sys.nortel

White Papers/Articles/Forums:

--Pipkins Articles and White Papers--


• Skill Set Scheduling - Managing call center scheduling in a Skill-Based Routing environment.
• Handling Multimedia Work - Determining multimedia requirements and scheduling for it.
• Skill Based Routing and WFM Scheduling - Scheduling in Skill Based Routing environments.
• WFM and your ACD - The interaction of Workforce Management Systems with your ACD.
• Skill Based Routing vs Skill Set Scheduling - Scheduling in Skill Based Routing environments.
  
  --White Papers--
  
  
• Reengineering Call Centers: How to Choose between Reengineering and Continuous Improvement by Jeff Hiatt.
  
  --Forums--
  
  
• CRM Xchange Forum
• CRM Xchange Forum Archived Sessions

Help Desk Related:

• Help Desk Frequently Asked Questions
• Help Desk Resources
• Help Desk Staffing levels
• Help Desk User Group (UK)
• Helpdesk Best Practice
• Helpdesk Key Factors

Glossaries/Definitions/FAQs:

• ICMI Call Center Glossary
• TechWeb Technology Encyclopedia

Institutions/Associations/Groups:

• American Society for Quality (ASQ)
• American Telemarketing Association (ATA)
• Associated Call Centers Inbound Telemarketing
• Association of Support Professionals
• Call Center Network Group (CCNG)
• Call Centre Management Association
• Communications Managers Association
• Customer Care Institute (CCI)
• Incoming Calls Management Institute
• International Customer Service Association (ICSA)
• International SL-1 Users Association
• International Telecommunications Union
• The Call Centre Association (UK)