Visit our spanish editionCall/Contact Center
Navigating the Customer Contact Center in the 21st Century.By William Durr.This guide examines the influences driving the creation and expansion of contact centers; the impact of voice mail, e-mail, and the Web.
Call Center Continuity Planning. By Jim Rowan, Sharon Rowan. The book shows you how to plan for - and avoid - service interruptions through disasters large and small.
The Call Center Dictionary. By Madeline Bodin, Keith Dawson. This book is your guide to the technology, techniques, and trends in today's call centers.
Managing and Motivating Contact Center Employees : Tools and Techniques for Inspiring Outstanding Performance from Your Frontline Staff.By Malcolm Carlaw, Peggy Carlaw, Vasudha Deming, Kurt Friedmann.
The Call Center Handbook: The Complete Guide to Starting, Running and Improving your Call Center. By Keith Dawson.
Offshoring
Offshore Basics. By Levent Gulkok, Eldred. The book gives an overview about the most important features of offshore business. Most chapters in this book are written with reference to United Kingdom companies.
Offshore Outsourcing: Path to New Efficiencies in IT and Business Processes. By Nandu Thondavadi and George Albert. Published March 2004.
Offshore Ready: Strategies to Plan and Profit from Offshore IT-Enabled Services. By Stuart P. Morstead, Gregory T. Blount.
Offshore Outsourcing: Business Models, ROI and Best Practices. By Marcia Robinson, Ravi Kalakota. It reveals how companies use offshore outsourcing to cut costs associated with IT, customer care, finance, accounting, HR.
Offshoring IT: The Good, the Bad and the Ugly. By Reverend Bill Blunden. A detailed analysis of the offshore outsourcing phenomenon. Who's going offshore, who’s helping them do it, and why.
Shared Services
Shared Services: Mining for Corporate Gold. By Barbara Quinn, Robert Cooke, Andrew Kris, Robert S. Cooke. An understanding of what shared service is, how to assess its viability, and proceed with planning and implementing it.
The 2006 Offshore Customer Management International Conference will appeal to companies already engaged in offshore deployments but looking for mature and detailed assessments of new deployments, hot locations and emerging trends. Those new to offshore contact centres and BPO will be able to experience the realities of offshoring at first hand and network with the world's offshoring community. 
