Do Something! Guia prático para fidelização de clientes
Autor: Dennis L. Duffy / Editora: Makron Books
Vendas: Técnicas para encantar seus clientes
Autor: Marcos Fava Neves; Luciano Thomé Castro e Matheus Alberto Cônsoli / Editora: Bookman
Help Desk Practitioner´s Handbook
Autor: Barbara Czegel / Editora: Wiley
Help Desk, Service Desk - Best Practice Handbook
Autor: Barbara Czegel / Editora: Emereo
Call Center Management
Autor: David L. Butler / Editora: Butterworth-Heinemann
A practical Guide to Call Center Technology
Autor: Andrew J. Waite / Editora: CMP
Call Center 100 Success Secrets
Autor: Gerard Blokdijk / Editora: Emereo
Call Center Operation
Autor: Duane Sharp / Editora: Digital Press
Call Center Success
Autor: Lloyd C. Finch / Editora: Crisp Learning
Cases in Call Center Management
Autor: Richard Feinberg / Editora: Purdue University Press
Designing the Best Call Center for Your Business
Autor: Brendan B. Read / Editora: CMP
Global Call Centers
Autor: Erik Granered / Editora: Nicholas Brealey Published
How to Become a Great Call Center Manager
Autor: Dan Coen / Editora: DCD Publishing
Maximizing Call Center Performance
Autor: Madeline Bodin / Editora: CMP
Call Center Savvy
Autor: Keith Dawson / Editora: CMP
Telemarketing: A mágica do telefone
Autor: H. Skip Weitzen / Editora: Mc Graw-Hill
Telemarketing Cold Calling & Appointment Making
Autor: Pauline Rowson / Editora: Rowmark
Telemarketing Success for Small and Mid-Size Firms
Autor: Tony Wilkins / Editora: Xlibris
The Call Center Dictionary
Autor: Madeline Bodin & Keith Dawson / Editora: CMP
Telesales
Autor: Stephan Schiffman´s / Editora: Adams Media
Telemarketing Tips from A to Z
Autor: Nancy Friedman / Editora: Crisp Learning
The Complete Guide to Telemarketing
Autor: Joel Linchitz / Editora: Phone for Success
Top Telemarketing Techniques
Autor: Ellen Bendremer / Editora: Career Press
Total Telemarketing
Autor: Robert J. McHatton / Editora Wiley
Wake Up your Call Center
Autor: Rosanne D´Ausillio / Editora: Purdue University Press
Call Center Guide: BPO Guide
Autor: Khaja Moinuddin / Editora: PublishAmerica
Fleeced!: Telemarketing Rip-offs and How to avoid them
Autor: Fred Schulte / Editora: Prometheus Books
How to manage the IT helpdesk
Autor: Noel Bruton / Editora: Butterworth-Heinemann
Inbound Call Centers: Design, Implementation and, Management
Autor: Robert A. Gable / Editora: Artech House Publishers
Le Télémarketing
Autor: Laurent Hermel / Jean- Paul Quioc / Editora: Economica
Telemarketing: Regulation, Response and Registry
Autor: Martin E. Leiman / Editora: Novinka
The Call Center Handbook
Autor: Keith Dawson / Editora: CMP
The Real-Time Contact Center
Autor: Donna Fluss / Editora: Amacon Books
Managing and motivating Contact Center employees
Autor: Malcom Carlaw / Editora: Mcgraw-hill
Calming Upset Customer
Autor: Rebecca L. Morgan / Editora: Course Technology Ptr
The Power of One - Frontline Fundamentals Book
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