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A complete library will make the help desk activity more efficient

For a good training the agents, and not only them, must have solid knowledge about their profession requirements. Some books like "Complete Guide to Customer Support", "Effective Software Customer Support", "The Call Center Handbook" by Keith Dawson, "Delivering World Class Technical Support" by Kay Khandpur and Lori Laub, "Customer Service Over the Phone" by Stephen Coscia, "The Call Center Dictionary" by Madeline Bodin and Keith Dawson, "The Complete Help Desk Guide" by Mary Lentz, "How to Manage the IT Help Desk" by Noel Bruton.

Here are some important books about call centers:

• 1. "The Customer Care and Contact Center Handbook" by Garry Schultz, 2003
  This book presents many important subjects, like standard operating procedures, call center business planning, staff development, automation goals and objectives.
• 2. "Call Center Operation: Design, Operation and Maintenance" by Duane Sharp, 2003. This book describes the call center evolution, the technologies that made it grow, the available technologies and the technologies of the future. The author give a major importance to the human factor, the call center success is relying on the employees professional and skill communication level.
• 3. "Call Center Benchmarking: How Good is Good enough?" by Jon Anton and David Gustin, 2000. The book shows how find and choose the call center areas where, through benchmarking, the call center remains competitive.
• 4. "Call Center Operations" by Charles E. Day, 2000. This a very important book, with an emphasis on human factor and technologies. The author give many professional information about the call handling, work station, how integrate telephone services with software packages, and how to link databases to the call center software.
• 5. "Designing the Best Call Center for Your Business: A Complete Guide for Location, Services, Staffing and Outsourcing" by Brendan Read, 2000. This guide shows the way to build an efficient call center, the equipment, human resources, and professional skills.
• 6. "Call Center Performance Enhancement: Using Simulation and Modeling" by Jon Arton, Vivek Bapat, Bill Hall. The book shows how to manage call overflow, how to respond to the web requests, the impact on increased inbound call volume. To obtain a response it is possible to run a simulation. The results will show how determine to improve call center's activity, make it more efficient.

The list of call center books is larger, there are many other useful and attractive new books, and there is only the choice problem.