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| Foreword | p. vii |
| Preface | p. ix |
| Celebrating Supervisors | p. 1 |
| The Guinness Book of World Call Center Records | p. 5 |
| Call Center Dissidence at a Glance | p. 9 |
| The Almost Definitive Guide to E-Business in the Call Center | p. 13 |
| Five Habits of Highly Unsuccessful Call Center Professionals | p. 17 |
| The Poetry of Call Centers | p. 21 |
| Mythical Call Center Creatures | p. 25 |
| Products of the Year: Runners-Up | p. 29 |
| Call Center Q & A | p. 33 |
| Call Center Boot Camp | p. 37 |
| Hot Trends in Agent Training | p. 41 |
| Lowering the Bar in the Call Center | p. 45 |
| The New Call Center Maladies | p. 49 |
| Product of the Coming Year: SuperAgent | p. 53 |
| Call Center Sing-Alongs | p. 57 |
| A Brief Course on Anthrocallogy | p. 61 |
| The Call Center Professional Hall of Fame | p. 65 |
| Customer Contact Medications: Cures for Common Call Center Ailments | p. 69 |
| IVR Messages that Make an Impact | p. 73 |
| The Key Components of Customer Relationship Mis-management | p. 77 |
| Call Center Cinema | p. 81 |
| The Beginner's Glossary | p. 85 |
| The Do's and Don'ts of Consultant Selection | p. 89 |
| Innovative Ideas for Customer Service Week | p. 93 |
| How to Reach the Publisher | p. 97 |
| About International Customer Management Institute (ICMI) | p. 99 |
| Author, Author! | p. 101 |
| Table of Contents provided by Ingram. All Rights Reserved. |
