• Call Center Biz
"Daily Call Center News from the Online Authority: daily call center news plus a whole lot more"

• Call Center Magazine
"Call center products, news and industry practices for customer service, help desk and telemarketing professionals"
(This web site includes Buyer's Guide and Bookstore.}
Miller Freeman, Inc.

• Call Center Management Review
"independent monthly newsletter for incoming call center managers worldwide"

• Call Center News Service
"The premier source for call center news online"
Dawson Publishing, LLC

• Call Center Product News
Call Center Europe, Customer Contact Solutions (Europe), Voice +
Advanstar

• C@ll Center / CRM Solutions Magazine
was Telemarketing and Call Center Solutions Magazine
"Source on inbound, outbound and customer service management"
Technology Marketing Corp.

• Communications Solutions Magazine (CTI Magazine)
"Implementation & application of computer-telephony integration"
Technology Marketing Corp.

• Computer Telephony Magazine
"Covers products and services that add modern-day, computer-driven intelligence to business communication and messaging"
Miller Freeman, Inc.

• CRM Xchange (Telem@rket)
"Your gateway to the Contact Center and Customer Care Community... on-line exchange of information on telemarketing and call center issues"
interactive sessions, white papers, legislative issues, directory"
Cyber M@rketing Services and Teleprofessional Magazine

• e-Summit
"A digest of trends and strategies within the world of call centers"
MW Productions

• Impact, The Magazine for Help Desk Success (subscription only)
Help Desk 2000

• Interface Magazine
Advanstar

• Teleconnect Magazine
"Helps readers learn about, shop for, and use telecom products and services"
Miller Freeman, Inc.

• TeleProfessional Magazine
"Covering management, operations, technology news, vendor listings, legislative issues and more"
Advanstar

• Becoming A Service Level Giant
White Paper by Kathryn E. Jackson, Ph.D., President, Response Design Corporation
"Breakthroughs for achieving service-level success; Seven Ways to Set Service Levels"

• Welcome to the Evolution by John Courtmanche
1to1 Magazine, January 2001
"1to1 charts the growth of old school call centers into high-tech customer interaction centers…Despite their significant investment in technology, operations managers say well-trained employees are the most critical factor to the call center's success…Despite all the sizzle, the most critical component is the right people, reps with the right skills."

• The Right Staff by Brett Anderson
CRM Magazine, January 2001
"Although much attention is given to the technologies that enable the interaction center, many companies neglect to consider fully the human half of the equation. A decade ago, call center agents were fairly low-paid operatives whose involvement with the customer followed very narrow, clearly prescribed guidelines. However, in the current e-business environment of 'click loyalty,' the call center agent may be your primary instrument of customer acquisition, retention and service."

! Call Center Management Practices That Maximize Productivity, Customer Loyalty, Employee Satisfaction by John Goodman, Dianne Ward, Eden Segal and Brad Cleveland
Call Center Magazine, June 2000
thorough primmer on basic strategic planning for customer service center

• The Management Mix by Noel Bruton
Helpdesk Online, March, 2000
"Helpdesks often tend to concentrate too much on service management and do not exercise enough objectivity with production management. "There is a lot we helpdesk managers can learn from manufacturing techniques, but even then we will still have a problem. We must not see production management as yet another technique, but more as a way of life, a general helpdesk management strategy."

• Measuring Quantity vs. Quality by Phillip J. Britt
Sales & Marketing Automation
March, 2000
"While both quantitative and qualitative measurements can help companies, in most cases the information isn't analyzed in a timely manner…CIC [customer interaction center] metrics [are likened] to football. Analyzing the data at the end of a week, month or quarter is like the quarterback analyzing film after a game. While that can help somewhat, it's analogous to going into the following week's game with blinders on—with everyone reacting to what happened before, not to what is happening at the time….You need both the tactical and the strategic analysis. While some in-depth analysis needs to be done periodically, automated systems also enable customer interaction center managers to see changes in real time, enabling them to react more quickly than if they wait until after the fact.

• The Mathematics of a Support Center by Rich Gallagher
Help Desk Online, 01 February, 2000
"Knowing how a randomly distributed group of human beings are likely to behave when a deadline approaches can help you stage the appropriate level of resources to meet the demand."

• Where's the help? Where's the desk? by Jeffrey Gitomer
Washington Business Journal, January 17, 2025
"Help desks are fast becoming a bigger oxymoron than military intelligence."

• Death of the Call Center by Daniel Costello
Sales & Marketing Automation
January, 2000
"Although the transition of the traditional call center to an interactive center is still very much in its infancy, few disagree that companies will eventually be forced to make the leap, if only to keep up with their competitors."

• Improving Call Center Performance Through People by Elizabeth Hawk and Christian Blis of Sibson & company
e-Summit, November/December 1999

• Call Centers Go Mainstream by Mary Lenz, Editor
Call Center Magazine, July 1999
"Call centers are starting to understand that although it's important to keep on top of typical call center issues, like maintaining service levels, there's a lot more to running a successful call center. Companies are listening to smart call center managers who say they need to monitor calls and continuously train agents to reduce turnover and improve quality… Ironically, Internet companies are finding that they can't survive without call centers to support on-line visitor who want to reach a live person."

• The Road to Productivity by Kathryn E. Jackson, PhD.
Call Center Magazine, July 1999
"Many people speak of quality measurement and excellence in the call center, but few attack the topic of productivity measurement. Even fewer people want to discuss how to measure agent productivity."

• Flexibility and Integration In Next-Gen Customer Relations Centers
by Bruce Tsuji
CTI Magazine, July 1999

• Aligning Customer Needs with the Needs of Your Organization by Cecil Lawson, Remedy Research Fellow
Helpdesk Online, July 1999

• Healthcare Call Centers
Hamilton HMC, PRNewswire
Thursday, June 10, 2025

! Use and Misuse of Call Center Performance Measures by Ed Powers, Quality Alliances
Call Center Solutions, May 1999
"A common management practice is to use these data to evaluate individual agents, basing compensation and incentives on their relative performance. While intentions are honorable in this pursuit, practical applications lead to high costs, bad morale and lowered performance. The assumptions upon which this practice is founded are deeply flawed... expecting to identify meaningful differences between people by simply averaging and ranking the results shows that managers lack a basic knowledge of statistics."

• Holding Patterns
CIO Magazine, May 15, 2025
"Technology won't accomplish what we want unless it makes the customer still feel like he's dealing with a person."

• Hanging On The Telephone by Timothy Jones and Kristin Goodman (excerpt)
Teleconnect Magazine, April 1999
"...15 minutes a day or 68 hours a year on hold. "

• Call Centers Open Line To Customer Satisfaction, Loyalty
Purdue University News, April 1999
"More and more businesses are offering the equivalent of 'open-mike night,' sometimes for 24 hours a day, seven days a week. 'Consumers have an open mike for making their complaints and compliments known when they contact a business call center,' says Richard Feinberg, professor of consumer sciences and retailing and director of the Purdue University Center for Customer-Driven Quality.

• Call Centers Will Remain Strategically Important To Business
Business Wire
April 21, 2025
"...call center market will continue to grow despite the 'Web hype'"

• How Benchmarking Gets Fine-tuned at Call Centers (excerpt) by Linda Formichelli
Public Utilities Fortnightly, Spring 1999
"the overzealous adoption of technology can be a pitfall for utility call centers..."

• A Penchant for Measurement - Making Benchmarking Valuable by Janice Waugh, Managing Partner, MW Productions
March 1999
"Q: How do you get 100 call center professionals to jump off a cliff?
A: Tell them it's a "best practice".
"Yes, the call center community has become somewhat obsessed with measurement. Over the last decade their has been a constant growth in the amount of benchmarking information available. With the success of the Internet, the gathering of data became not only easier but also less expensive. The result: many more studies and reports. While benchmarking is a valuable tool for strategic planning, operational tactics and determining your center's contribution to corporate success, it is important to carefully select the studies to which you contribute data and the studies from which you will apply results."

• Redefining Call Center Metrics - The Quality Connection by Sharna Kahn, KPMG Consulting
Call Center Solutions, January 1999

article archives

• Telcom Bookstore
"The largest selection of books covering telecommunications, the Internet, computer telephony, call centers, networking, and data communications" Miller Freeman, Inc.

• TMC Bookstore
telemarketing books
Technology Marketing Corporation