Keith Dawson is one of the world's foremost authorities on call centers. He is currently senior editor for CommWeb and was founder of Call Center News Service, the industry's premier online source for information and independent analysis. He is also author of Call Center Savvy and co-author of Call Center Dictionary.

• Introduction 1. Where it Starts: Finding the Best Site for your Center 2. How to design a Successful Center 3. ACDS: Call Crunching Powerhouses 4. How to manage Skills-Based Routing 5. What you need to know about Predictive Dialers 6. IVR: The Best Front Door to any Center 7. Everything Starts with Voice Processing 8. The Benefits of Fax-on-Demand 9. Computer Telephony Integration: The Advent of an Open Call Center 10. Buying the Best Headset 11. Readerboards-A Feast for the Eyes 12. Saving Money with Refurbished Equipment 13. Choosing Workforce Management Software 14. Telemarketing Software: Not just for Scripting Anymore 15. Choosing Help Desk/Customer Service Software 16. Dispatch Systems: The Perfect Complement to the Help Desk 17. Systems for Fast, Flexible Order-Taking 18. Why you still need Call Accounting 19. Handling Telemanagement 20. Toll-Free Services: The Lifeline into Your Center 21. When should you go outside for help? 22. Getting the Freshest, Cleanest Lists 23. Using Messages on Hold: Silence is not Golden 24. Can Agents work from Home? 25. Monitoring: Why It's important & How to do it Right 26. Small Solutions for Big Results 27. Add Check Processing to your Repertoire 28. The Immense value of ANI 29. Preparing for the Worst—So it never happens 30. ISDN: The Ultimate Connection for Call Centers 31. How the Web is Changing Call Centers 32. The Benefits of a Virtual Call Center 33. The New Role of the Call Center