Contact Center Books
The BenchmarkPortal Book Store is a “must-have” library for all call center professionals. Our book store features books by Dr. Jon Anton and other well-known authors and co-authors. BenchmarkPortal publications provide a navigational system through practical, how-to-do-it books covering virtually every aspect of contact center operation for every modern day contact center business executive, manager, and supervisor.
Delivery of All Books
All books ordered will be sent to the client via email with a link to the e-book, and a password to download a copy.
View our call center books below…
Call Center Books Available for Purchase
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Coaching Contact Center Agents – by Dr. Jon Anton & Howard Lee
$49.00 -
e-Business Customer Service: “The Need for Quality Assessment” – by Dr. Jon Anton and Dr. Michael Hoeck
$44.00 -
Minimizing Agent Turnover: The Biggest Challenge for Customer Contact Centers – by Dr. Jon Anton and Anita Rockwell
$41.99 -
Optimizing Outbound Calling: The Strategic Use of Predictive Dialers – by Dr. Jon Anton and Alex G. Demczak
$39.99 -
Integrating People with Process and Technology: Gaining Employee Acceptance of Technology Initiatives – by Dr. Jon Anton, Dr. Natalie L. Petouhoff, and Lisa M. Schwartz
$39.99 -
Customer Relationship Management Technology: Building the Infrastructure for Customer Collaboration – by Dr. Jon Anton and Bob Vilsoet
$39.99 -
Managing Web-Based Customer Experiences: Self-Service Integrated with Assisted-Service – by Dr. Jon Anton and Mike Murphy
$35.95 -
Selecting a Teleservices Partner: Sales, Service, Support and Fulfillment – by Dr. Jon Anton and Lori Carr
$34.99 -
Offshore Outsourcing Opportunities – by Dr. Jon Anton and John Chatterley
$34.99 -
Enabling IVR Self-Service with Speech Recognition – by Dr. Jon Anton and G.P. Paul Kowal
$34.95 -
Marketing Sucks! (and Sales, Too!) – by Fred Janssen, Tom Marx and Tom Herndon
$25.99 -
Customer Obsession: Your Roadmap to Profitable CRM – by Dr. Jon Anton and Ad Nederlof
$24.95 -
20:20 CRM A Visionary Insight Into Unique Customer Contacts – by Dr. Jon Anton and Laurent Philonenko
$24.95 -
Customer Service at a Crossroads: What You Do Next to Improve Performance Will Determine Your Company’s Destiny – by Matt McConnell and Dr. Jon Anton
$15.95 -
Benchmarking at its Best for Contact Centers – by Bruce Belfiore and Dr. Jon Anton
$9.95