Useful Resources

SUGGESTED READING AND RESOURCES

SUGGESTED ON LINE RESOURCES…

  • The Alberta Call center Association (403 514-0992): a dynamic, professional organization that serves as Alberta’s central resource for industry information, networking and educational opportunities. 

SUGGESTED READING …

  • 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

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