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	1.		Performance analysis and optimization of inbound call centers Raik Stolletz by Stolletz, Raik Publication details: Berlin Springer 2003 Availability: Items available for loan: Anna Centenary Library (1)Call number: 658.812 STO.
	2.		The next available operator : managing human resources in Indian business process outsourcing industry edited by Mohan Thite and Bob Russell by Russell, Bob Thite, Mohan Publication details: Los Angeles Response Books 2009 Availability: Items available for loan: Anna Centenary Library (1)Call number: 658.872 THI.
	3.		The real-time contact center Donna Fluss by Fluss, Donna Publication details: New Delhi PHI Learning 2009 Availability: Items available for loan: Anna Centenary Library (1)Call number: 658.812 FLU.
	4.		Bottom-line call center management : creating a culture of accountability and excellent customer service David L. Butler by Butler, David L Publication details: Amsterdam ; Boston Elsevier Butterworth-Heinemann c2004 Availability: Items available for loan: Anna Centenary Library (1)Call number: 658.812 BUT.
	5.		Call center benchmarking : how good is "good enough" by Jon Anton and David Gustin ; assisted by Stijn Spit by Anton, Jon Gustin, David Publication details: West Lafayette, Ind Ichor Business Books/Purdue University Press c2000 Availability: Items available for loan: Anna Centenary Library (1)Call number: 658.812 ANT.
	6.		Call center handbook the complete guide to starting, running and improving your call center by Keith Dawson by Dawson, Keith Edition: 2nd ed Publication details: New York Telecom Books and Flatiron Pub ©1998 Availability: Items available for loan: Anna Centenary Library (1)Call number: 658.05 DAW.
	7.		Call center performance enhancement using simulation and modeling Jon Anton, Vivek Bapat, Bill Hall by Anton, Jon Bapat, Vivek Hall, Bill Publication details: West Lafayette, Ind Ichor Business Books c1999 Availability: Items available for loan: Anna Centenary Library (1)Call number: 658.812 ANT.
	8.		Call center savvy : how to position your call center for the business challenges of the 21st century by Keith Dawson by Dawson, Keith Edition: 1st ed Publication details: New York Telecom Books 2007 Availability: Items available for loan: Anna Centenary Library (1)Call number: 658.812 DAW.
	9.		Call center success : essential skills for CSRs Lloyd C. Finch by Finch, Lloyd C Publication details: Menlo Park, Calif Crisp Learning 2000 Availability: Items available for loan: Anna Centenary Library (1)Call number: 658.812068 FIN.
	10.		Call centers for dummies by Real Bergevin by Bergevin, Real Publication details: Hoboken, N.J J. Wiley & Sons Canada 2005 Availability: Items available for loan: Anna Centenary Library (1)Call number: 658.812 BER.
	11.		Call centre S. Pankaj by Pankaj, S Edition: 1st ed Publication details: New Delhi A.P.H. Publishing Corporation 2010 Availability: Items available for loan: Anna Centenary Library (1)Call number: 384.6065 PAN.
	12.		Designing the best call center for your business : a complete guide for location, services, staffing, and outsourcing by Brendan Read by Read, Brendan B Edition: 2nd ed Publication details: San Francisco, CA CMP Books 2005 Availability: Items available for loan: Anna Centenary Library (1)Call number: 658.872 REA.
	13.		Employee identity in Indian call centres : the notion of professionalism Ernesto Noronha, Premilla D'Cruz by Noronha, Ernesto D'Cruz, Premilla Publication details: New Delhi Response ; SAGE 2009 Availability: Items available for loan: Anna Centenary Library (1)Call number: 331.761381 NOR.
	14.		Cases in call center management : great ideas (th)at work Richard Feinberg, Ko de Ruyter, Lynne Bennington by Feinberg, Richard Bennington, Lynne Ruyter, Ko de Publication details: West Lafayette, Ind Ichor Business Books c2005 Availability: Items available for loan: Anna Centenary Library (1)Call number: 658.812 FEI.
	15.		A practical guide to call center technology by Andrew J. Waite by Waite, Andrew J Publication details: Gilroy, CA : Berkeley, CA cm.P Books ; Distributed to the book trade in U.S. and Canada by Publishers Group West 2001 Availability: Items available for loan: Anna Centenary Library (1)Call number: 658.84 WAI.
	16.		Becoming a Call Center Employee Basics Jyoti Nagpal by Nagpal, Jyoti Edition: 1st Publication details: Delhi ,India Think For Thought 2020 Availability: Items available for loan: Anna Centenary Library (1)Call number: 658.05 NAG.

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