Suggested reading and resources

• The Contact Professionals Alliance : the peer-to-peer association for Call Center Managers and Supervisors. 

• The Alberta Call center Association : a dynamic, professional organization that serves as Alberta's central resource for industry information, networking and educational opportunities. 

• The International Customer Service Association - Toronto Chapter is dedicated to promoting the development and awareness of the customer service profession through education, networking and research.

• The Manitoba Customer Contact Association (M.C.C.A.) is a group of customer contact managers/directors/owners working together to advance the industry in Manitoba. 

• The Ottawa Regional Contact Centre Association or ORCCA is dedicated to the advancement of the contact centre profession throughout the Ottawa Region. 

• Contact Center Canada is the opportunity to leverage the weight of the entire industry to ensure that decision-makers respond to their human resource requirements. 

• The Ottawa Chapter of the Help Desk Institute (HDI) is a non-profit organization comprised of a group of support professionals directly involved in the business of Help Desk and Technical Support.

• Contact Management is Canada’s professional customer contact solution forum.

• A career for the 21st century : A handbook for call center agents

Clifford G. Hurst, Call center press, 2006

• Call Centers for Dummies

 Réal Bergevin, John Wiley & Sons, 2005

• Telephone Techniques: The Essential Guide to Thinking and Working Smarter

Lin Walker, AMACOM, 2003

• Crisp : Call Center Succes : Essential skills for CSRs

 Lloyd C. Finch, Thomson Nelson, 2000

• Cold Calling Techniques: (That Really Work)

Stephan Schiffman, Adams Media Corp., 2003

• Call Center Operations: Profiting from Teleservices

 Charles Day, Mcgraw Hill, 2000

• The Real-Time Contact Center: Strategies, Tactics, and Technologies for Building a Profitable Service and Sales Operation

 Donna Fluss, AMACOM, 2005