Call Center Operation: Design, Operation, and Maintenance

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.

Bibliography

Adelman, S. Project Management for Data Warehousing. In Proceedings of The DCI Data Warehouse Conferences and The Data Warehouse Institute's Implementation Conferences. DCI, 1995 1999.

Anahory, Sam, and Dennis Murray. Data Warehousing in the Real World. Reading, MA: Addison-Wesley, 1997.

Anderson, Paul, and Art Rosenberg. The Executive's Guide to Customer Relationship Management. Houston, TX: Doyle Publishing Company, 2000.

Anton, John. Customer Relationship Management. Upper Saddle River, NJ: Prentice Hall, 1999.

Berry, Michael, and Gordon Linoff. Mastering Data Mining: The Art and Science of Customer Relationship Management. New York: Wiley, 1999.

Berson, Alex, and Stephen J. Smith. Data Warehousing, Data Mining and OLAP.

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