Madeline Bodin has been writing about call centers for over 10 years. She is a former editor of Call Center Magazine. Her books have been translated into several languages and are read around the globe. Her most recent book is Maximizing Call Center Performance. Keith Dawson is one of the world's foremost authorities on call centers. He is currently Senior Editor at CommWeb and was founder of Call Center News Service, which is the industry's premier online source for industry information and analysis, an independent online source for industry information. He is also author of 'Call Center Savvy' and 'Call Center Handbook'.

• INTRODUCTION CHAPTER I BILLING AND CREDIT CHAPTER 2 MEDIA BLENDING CHAPTER 3 COLLECTIONS CHAPTER 4 COMPUTER TELEPHONE INTEGRATION CHAPTER 5 FUNDRAISING CHAPTER 6 HELP DESK CHAPTER 7 INFORMATION SERVICES CHAPTER 8 THE INTERNET CHAPTER 9 KIOSKS CHAPTER 10 MONITORING AND AGENT EVALUATION CHAPTER 11 ORDER HANDLING CHAPTER 12 SALES CHAPTER 13 CUSTOMER SERVICE CHAPTER 14 STAFFING CHAPTER 15 HIGH TECH PRODUCT SUPPORT CHAPTER 16 VIRTUAL CALL CENTERS