Call Center Books

Today’s busy call center executive needs guidance systems with just-in-time business intelligence to navigate through the challenges of locating, recruiting, keeping, and growing profitable customers and call centers. Many current executives use our call center benchmarking tools as navigation for their call centers and combined with our books specifically focused on call center solutions, have found their way to higher returns on their investments.

Showing all 15 results

20:20 CRM A Visionary Insight Into Unique Customer Contacts – by Dr. Jon Anton and Laurent Philonenko
$24.95
Benchmarking at its Best for Contact Centers – by Bruce Belfiore and Dr. Jon Anton
$9.95
Coaching Contact Center Agents – by Dr. Jon Anton & Howard Lee
$49.00
Customer Obsession: Your Roadmap to Profitable CRM – by Dr. Jon Anton and Ad Nederlof
$24.95
Customer Relationship Management Technology: Building the Infrastructure for Customer Collaboration – by Dr. Jon Anton and Bob Vilsoet
$39.99
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
e-Business Customer Service: “The Need for Quality Assessment” – by Dr. Jon Anton and Dr. Michael Hoeck
$44.00
Enabling IVR Self-Service with Speech Recognition – by Dr. Jon Anton and G.P. Paul Kowal
$34.95
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
Managing Web-Based Customer Experiences: Self-Service Integrated with Assisted-Service – by Dr. Jon Anton and Mike Murphy
$35.95
Marketing Sucks! (and Sales, Too!) – by Fred Janssen, Tom Marx and Tom Herndon
$25.99
Minimizing Agent Turnover: The Biggest Challenge for Customer Contact Centers – by Dr. Jon Anton and Anita Rockwell
$41.99
Offshore Outsourcing Opportunities – by Dr. Jon Anton and John Chatterley
$34.99
Optimizing Outbound Calling: The Strategic Use of Predictive Dialers – by Dr. Jon Anton and Alex G. Demczak
$39.99
Selecting a Teleservices Partner: Sales, Service, Support and Fulfillment – by Dr. Jon Anton and Lori Carr
$34.99

20:20 CRM A Visionary Insight Into Unique Customer Contacts – by Dr. Jon Anton and Laurent Philonenko

Benchmarking at its Best for Contact Centers – by Bruce Belfiore and Dr. Jon Anton

Coaching Contact Center Agents – by Dr. Jon Anton & Howard Lee

Customer Obsession: Your Roadmap to Profitable CRM – by Dr. Jon Anton and Ad Nederlof

Customer Relationship Management Technology: Building the Infrastructure for Customer Collaboration – by Dr. Jon Anton and Bob Vilsoet

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

e-Business Customer Service: “The Need for Quality Assessment” – by Dr. Jon Anton and Dr. Michael Hoeck

Enabling IVR Self-Service with Speech Recognition – by Dr. Jon Anton and G.P. Paul Kowal

Integrating People with Process and Technology: Gaining Employee Acceptance of Technology Initiatives – by Dr. Jon Anton, Dr. Natalie L. Petouhoff, and Lisa M. Schwartz

Managing Web-Based Customer Experiences: Self-Service Integrated with Assisted-Service – by Dr. Jon Anton and Mike Murphy

Marketing Sucks! (and Sales, Too!) – by Fred Janssen, Tom Marx and Tom Herndon

Minimizing Agent Turnover: The Biggest Challenge for Customer Contact Centers – by Dr. Jon Anton and Anita Rockwell

Offshore Outsourcing Opportunities – by Dr. Jon Anton and John Chatterley

Optimizing Outbound Calling: The Strategic Use of Predictive Dialers – by Dr. Jon Anton and Alex G. Demczak

Selecting a Teleservices Partner: Sales, Service, Support and Fulfillment – by Dr. Jon Anton and Lori Carr