References

Anonymous, (2003d), Productivity termites in call center technologies: Call Center Magazine, Vol 16, Iss 6, p 26, CMP Media LLC, Manhasset, NY

Anonymous, (2004a), Call Centers In Transition: Call Center Magazine, Vol 17, Iss 9, pp 34-39, CMP Media LLC, Manhasset, NY

Anonymous, (2004b), How One Midsize Employer Cut Costs and Improved Service by Outsourcing: HR Focus, Vol 81, Iss 2, pp 7-8, Institute of Management & Administration, NEW YORK, NY

Anonymous, (2002c), Financial services firms recruit for multi-channel centers: CC News, Vol 4, Iss 1, p 2, United Publications, Inc., Yarmouth, ME

Cleveland, B., (2004), Keeping Your Agents Motivated, Call Center Magazine, Vol 17, Iss 2. pp 48-50, CMP Media LLC, Manhasset, NY

Curtland, C., Cargille, B., Ellis, S., Goodwin, R., (2004), Is Offshoring Really Cheaper?: Call Center Magazine, Vol 17, Iss 1, p 48, CMP Media LLC, Manhasset, NY

Feig, N., (2004), Staffing for Success: How Banks Put Together Winning Call Center Teams, Community Banker, Vol 13, Iss 9, pp 24-26, America's Community Bankers, Washington, DC

Furniss, B., Kuehne, K., (200), Workforce optimization: Killing two birds with one stone, Customer Inter@ction Solutions, Vol 22, Iss 5, p 58, Technology Marketing Corporation, Norwalk, CT

Hillmer, S., Hillmer, B., McRoberts, G., (2004), The Real Costs of Turnover: Lessons from a Call Center, HR. Human Resource Planning, Vol 27, Iss 3, pp 34-41, Human Resource Planning Society, New York, NY

Hoffman, D. A., (2002), Winning the hearts of customers: Customer Interface, Vol 15, Iss 2, pp 42-44, Advanstar Communications, Inc., Cleveland, OH

Jeffries, R. D., Sells, P. R., (2004), Managing Customer Service Using Statistical Tools: A Case Study, Quality Congress, Vol 58, pp 505-515, American Society for Quality, Milwaukee, WI

McCulloch, M.C., (2003), Job satisfaction, myths & reality, Call Center Magazine, Vol 16, Iss 11, p 12, San Francisco

O'Herron, J., (2003), Satisfaction Guaranteed: Call Center Magazine, Vol 16, Iss 12, p 38, CMP Media LLC, Manhasset, NY

Read, B.B, (2002), The ultimate balancing act, Call Center Magazine, Vol 15, Iss 5 pp 34-44, CMP Media LLC, San Francisco

Read, B. B., (2003a), Call center checkup: Call Center Magazine, Vol 16, Iss 6, p 26, CMP Media LLC, Manhasset, NY

Read, B.B., (2003b), Do Call Centers Get It?, Call Center Magazine, Vol 16, Iss 12, p 56, CMP Media LLC, San Francisco

Reiners, D., (2001), Creating the face of the perfect representative: Customer Interface, Vol 14, Iss 10, pp 20-23, Advanstar Communications, Inc., Cleveland, OH

Other material used:

Anderson, L. (1997). "Employee Selection Systems Reduce Turnover." Telemarketing and Call Center Solutions, 15(7): 92-94.

Cusack, M. (1998). Online Customer Care. Milwaukee, Wl: ASQ Press

Denny, C. (1998). "Remote Control on the High Street." The Guardian, June.

MacDonald, A. (1998). "Special Report: Call Centers." Precision Marketing, 27: 28-30, April.

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