Lucas, Robert W.
How to be a great call center representative
American Management Association, 2001
 eBooks
Nidia Ardina
Analisis kepuasan pelanggan tentang kualitas layanan call center PT Garuda Indonesia = Customer satisfaction analysis on quality of service call center PT Garuda Indonesia
Fakultas Ilmu Sosial dan Ilmu Politik Universitas Indonesia, 2014
 UI - Skripsi Membership
Parti Widiyastuti
Analisis efektivitas kinerja operasional Call Center Jasa Marga traffic information center = Effectiveness analysis of operating performance Call Center Jasa Marga traffic information center
2013
 UI - Skripsi Membership
Fluss, Donna
The real-time contact center
American Management Association, 2005
 eBooks
Wiisti Fenty Fevrieranty
Pengaruh kepuasan komunikasi terhadap produktivitas kerja frontliner: Unit Call Center pada Kantor Layanan Informasi dan Pengaduan Kring Pajak =The impact of communication satisfaction on frontliner's job productivity: Call Center Unit at KLIP Kring Pajak
Fakultas Ilmu Sosial dan Ilmu Politik Universitas Indonesia, 2019
 UI - Tesis Membership