The Call Center Dictionary  The Complete Guide To Call Center Technology And Operations by Keith Dawson & Madeline Bodin $19.95 350 Pages, April 1999, Second Edition, ISBN: 1-57820-043-1

Over 1,200 Comprehensive and Easy-To-Understand Entries Covering Help Desks, Telemarketing, Customer Service, Voice Processing, Switches, Software, Training, and Call Center Management. 
This book is the key to understanding how call centers work. The language of the call center comes from many fields such as telecommunications, engineering, and computer programming. B marking, customer service and quality assurance terms loom large. The Call Center Dictionary explains them all in a way that is simple enough for a newcomer to grasp, but with enough depth to give insight to an old pro. It's a guide for everyone whose company does business by telephone. It not only tells you what a particular technology is, it tells you how using that technology can improve your relationship with your customers. (Or it warns you about bad techniques that can alienate customers.) It's for every call center manager or supervisor who doesn't always understand the techies' jargon. It's for all the call center technical personnel who can't always follow the managerial mumbo-jumbo.