ICMI Press (International Customer Management

year of pub­li­ca­ti­onISBNauthor(s)title
2001978-0-9709507-0-3Greg Levin · Laurie Solomom · Ann Smith · Wanda Sitzer · Leslie Hansen Harp · Julia Mayben · Anita O'Hara · Bette MockCall Center Recruiting and New Hire Training
  ''978-0-9709507-1-0variousCall Center Sample Monitoring Forms
2002978-0-9709507-3-4E. Arrington · D. Coen · C. Ellis · L. Harps · S. Hash · E. Hawk · M. Klenke · G. LevinCall Center Agent Motivation and Compensation: The Best of Call Center Management Review
  ''978-0-9709507-8-9Lori Bocklund · Dave BengtsonCall Center Technology Demystified: The No-Nonsense Guide to Bridging Customer Contact Technology, Operations and Strategy
  ''978-0-9709507-9-6L. Ahearn · B. Bauer · S. Burchman · JB. Kerwin · J. Carver · M. Cline · S. Hush · R. KingslandCall Center Agent Turnover and Retention: The Best of Call Center Management Review