• 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."

• 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

• 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..."

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

•A Rose Is A Rose Is A Rose by Matthew Vartabedian
C@LL CENTER Solutions, November 1998
"By concentrating your company's powers of 'customer account maintenance' in the call center and by making the information harvested accessible to the enterprise, what emerges is more of a "nerve center" than a mere customer contact center. The focus is not on the communication medium customers use to contact your business, or on the 30-second conversation, but on the value of the customer relationship to the enterprise's bottom line."

• Leap Ahead to Excellence by Kathryn E. Jackson, Ph.D.
Call Center Magazine, July 1998
"With so much information floating around and a lack of call center statistics, it's tough to determine the industry's best practices that lead to excellence. Here's how to not be misled by unreliable stats."

• Supporting Customers by Alan S. Kay
Lan Times, 20 July, 1998
"Every time a customer calls the call center or sends an E-mail, you're branding your company in the way you handle it."

• Motivating Your Service Representatives by Peter L. Bloom, President, and M. Anissa Marsa, Associate
COPC, Inc., May 1998
"One thing is evident. After the call centers define what really matters, not only do they communicate their definitions to the service representatives, but they also rigorously measure performance against their stated goals! These measurements are not merely passed around in management meetings. They are posted where the service representatives can see them, helping to integrate the company's vision into the call center culture."

• Call Center Operations, Requirements & Opportunities, U.S.
Input, April, 1998
"... which forecasts that the call center operations market will grow 21% annually from $7 billion today to $18 billion by 2002."
"...while the users surveyed for the study had very high overall satisfaction rates for in-house call center services, their satisfaction ratings for outsourced calling services were significantly lower."

• Ringing Up Big Business by V. Mehrotra
OR/MS Today, August 1997
(Operations Research and Management Science)
"In reality, call forecasting is probably equal parts art and science."

• The Art of Call Center Management by Brad Cleveland, Incoming Call Center Management Institute
Service Level Newsletter, 1996