At http://searchcrm.techtarget.com/generic/0,295582,sid11_gci1253757,00.html there is a Call Center Manager Learning Guide with links to several helpful articles. NOTE - You must register on this site before you can access the research.
The table of contents is as follows:
- Call center management strategy
- Overview of call center software
- Managing call center agents
- Utilizing call center metrics
- Call center outsourcing decisions
- Case studies of call center best practices
- More CRM learning tools
