| title | ISBN-13 (ISBN-10) | year of publica- tion | other author(s) |
|---|---|---|---|
| Coaching Contact Center Agents | 978-0-9761109-3-4 (0-9761109-3-8) | 2008 | Howard Lee |
| Defining Customer Care | 978-0-9761109-1-0 (0-9761109-1-1) | 2008 | Vish Thirumurthy |
| How to Conduct a Call Center Performance Audit: A to Z | 978-0-9630464-6-8 (0-9630464-6-2) | 2002 | Dru Phelps |