For the latest in call center operations, metrics, and design, review the books shown below.

Metrics Series

The Executive Guide to Call Center Metrics
ISBN-10:1887355081
ISBN-13:978-1887355087

Preparing Call Center Metrics
ISBN-10: 188735509X
ISBN-13: 978-1887355094

Designing Series

The Executive Guide to Six Sigma Call Centers
ISBN-10: 1887355111
ISBN-13: 978-1887355117

Designing Effective Call Centers
ISBN-10: 1887355103
ISBN-13: 978-1887355100 

These books are available at www.Amazon.com or through your favorite local bookseller. 

For large orders contact Robert Houston Smith Publishers about volume discounts. The discount schedule can be seen by clicking the tab to the left.