Resource Center:

(Call Center Related Resources on the Internet)
The links below will direct you to many of the call center related resources available on the internet. Pipkins, Inc. believes that these resources can be very helpful, however, we do not necessarily endorse the sites listed here. These links are provided for informational purposes only.

Index:
	ACD and related products Trade publications Call center books	News groups White papers/articles/forums Help desk	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)
• Contact Center World
• Incoming Calls Management Institute (Call Center Management Review)
• ITtoolbox CRM
• Telecom Books
• Telecommunications
• Teleprofessional Magazine
• TMC / CTI Expo / C@ll Center Solutions / CTI / Internet Telephony

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.

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

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)