Результаты поиска

Лучшие результаты

1. Stephen C. Blowers, Peter H. Griffith, Thomas L. Milan. The Ernst & Young Guide to the IPO Value Journey. – М.: Wiley, 1999. – 296 с.
   
2. Jim Rowan, Sharon Rowan. Call Center Continuity Planning. – М.: , 0. – 0 с.
   

Дополнительные результаты

1. Natarajan Gautam. Analysis of Queues: Methods and Applications (Operations Research Series). – М.: , 2012. – 802 с.
   
2. Jim Newell. Using Online Marketing Tools...To Market Your Offline Business: 4 Essential Tools To Help You Find New Customers and Retain Your Existing One's Longer. – М.: , 2012. – 100 с.
   
3. R. Maria Kimme. Calling the Customer: Factors that determine a successful outsourcing relationship. – М.: , 2012. – 228 с.
   
4. Toni Hamill, The Manitou Springs Heritage Center. Garden of the Gods (Images of America). – М.: , 2012. – 128 с.
   
5. Robert William Hahn, Aei-Brookings Joint Center for Regulatory Studies. Government Policy Toward Open Source Software. – М.: , 0. – 0 с.
   
6. Kiran Mirchandani. Phone Clones: Authenticity Work in the Transnational Service Economy. – М.: , 2012. – 192 с.
   
7. John H. Coatsworth, Alan M. Taylor, David Rockefeller Center for Latin American Studies. Latin America and the World Economy Since 1800. – М.: , 0. – 0 с.
   
8. William Craft Brumfield, Boris V. Anan'Ich, Yuri Petrov, B. V. Ananich, Iu. A. Petrov, Woodrow Wilson International Center for Scholars. Commerce in Russian Urban Culture 1861-1914: 1861-1914. – М.: , 0. – 0 с.
   
9. Lior Arussy. The Experience! How to Wow Your Customers and Create a Passionate Workplace. – М.: CMP Books, 2002. – 128 с.
   
10. Jose A. Soler Ramos, Kim B. Staking, Alfonso Ayuso Calle, Paulina Beato, Emilio Botin O'Shea, Miguel Escrig Melia, Bernardo Falero Carrasco, Jose A. Soler Ramos, Inter-American Development Bank, Grupo Santander. Financial Risk Management: A Practical Approach for Emerging Markets. – М.: , 0. – 0 с.
    
11. Anne O. Krueger, Stanford University Center for Research on Economic Development and Po. Economic Policy Reforms and the Indian Economy. – М.: , 0. – 0 с.
    
12. Emirates Center for Strategic Studies &, Michael Kuczynski. Privatization and Deregulation in the Gulf Energy Sector. – М.: , 0. – 0 с.
    
13. Manuel R. Agosin, Centers for Research in Applied Economics. Foreign Direct Investment in Latin America. – М.: , 0. – 0 с.
    
14. Gerhard Illing, Universitat Munchen Center for Economic Studies, Ulrich Kluh. Spectrum Auctions and Competition in Telecommunications (Cesifo Seminar Series). – М.: , 0. – 0 с.
    
15. James Heintz, Nancy Folbre, The Center for Popular Economics, United For a Fair Economy, National Priorities Project. The Ultimate Field Guide to the US Economy: A Compact and Irreverent Guide to Economic Life in Americ, New Updated Edition. – М.: , 0. – 0 с.
    
16. Emirates Center for Strategic Studies and Research. Caspian Energy Resources: Implications for the Arab Gulf States. – М.: , 0. – 0 с.
    
17. Suzanne Iudicello, Michael Weber, Robert Wieland, Center for Marine Conservation. Fish, Markets, and Fishermen: The Economics of Overfishing. – М.: , 0. – 0 с.
    
18. Stephen Coscia. Tele-Stress - Relief For Call Center Stress Syndrome. – М.: , 0. – 0 с.
    
19. Helen Huber, Audree Spatz, Center for Applied Gerontology. Homemaker/Home Health Aide. – М.: , 0. – 0 с.
    
20. I NATO Conference on Manpower Planning and Organization Design Stresa, Richard J. Niehaus, Donald T. Bryant, NATO Special Program Panel on Human Factors, NATO Special Program Panel on Systems Science. Manpower Planning and Organization Design. (NATO Conference Series : Ii, Systems Science, 7). – М.: , 0. – 0 с.
    
21. National Center for Construction Educati. Exploring Careers in Construction. – М.: , 0. – 0 с.
    
22. The Association of Small Business Development Centers, Ann Dugan. Franchising 101. – М.: , 0. – 0 с.
    
23. Katherine Catlin, Jana B. Matthews, Kauffman Center for Entrepreneurial Leadership. Building the Awesome Organization: Six Essential Components that Drive Business Growth. – М.: , 0. – 0 с.
    
24. Thomas Plummer. The Business of Fitness: Understanding the Financial Side of Owning a Fitness Business. – М.: , 0. – 0 с.
    
25. Ken Doughty. Business Continuity Planning: Protecting Your Organization's Life. – М.: , 0. – 0 с.
    
26. Michael D. Trotter. The Customer Call Center Outback: A Frontline Supervisor's Map to Success. – М.: , 0. – 0 с.
    
27. Cynthia D. McCauley, Patricia J. Ohlott, Marian N. Ruderman, Center for Creative Leadership. Job Challenge Profile: Participant's Workbook. – М.: , 0. – 0 с.
    
28. Cynthia D. McCauley, Patricia J. Ohlott, Marian N. Ruderman, Center for Creative Leadership. Job Challenge Profile, Facilitator's Guide Package (Includes Participant Workbook Pkg, and Facilitator's Guide) : Learning from Work Experience. – М.: , 0. – 0 с.
    
29. Lee-Jay Cho, Cho Lee-Jay, Yoon Hyung Kim, Chung H. Lee, Hanguk Kaebal Yonguwon, East-West Center. Restructuring the National Economy (Tiger Books Series). – М.: , 0. – 0 с.
    
30. Jennifer Carpenter, David L. Yermack, New York University Salomon Center. Executive Compensation and Shareholder Value: Theory and Evidence (New York University Salomon Center Series on Financial Markets and institutIons, V. 4). – М.: , 0. – 0 с.
    
31. Richard Herring, Global Interdependence Center, Group of Thirty, Wharton School. Managing Foreign Exchange Risk: Essays Commissioned in Honor of the Centenary of the Wharton School, University of Pennsylvania. – М.: , 0. – 0 с.
    
32. Duane E. Sharp. Call Center Operation: Design, Operation, and Maintenance. – М.: Digital Press, 2003. – 318 с.
    
33. I Conference on Water Resources Planning and Management 1998 Chicago, William Whipple, United States Army Corps of Engineers, United States Environmental Protection Agency, American Water Resources Association, Conference on environme. Coordination: Water Resources and Environment : Proceedings of Special Session of Asce's 25th Annual Conference on Water Resources Planning and Management and the. – М.: , 0. – 0 с.
    
34. Theresa J. Ottina, National Association of Broadcasters, NAB Research and Planning, NAB Research, Planning. 1999 Television Financial Report. – М.: , 0. – 0 с.
    
35. Planning, NAB Research. The Television Industry: A Market by Market Review. – М.: , 0. – 0 с.
    
36. Incoming Calls Management, Research Strategies International. The Multichannel Call Center Study Final Report. – М.: , 0. – 0 с.
    
37. National Law Center for Inter-American Free Trade. Transparency and Truth in Latin American Banking. – М.: , 0. – 0 с.
    
38. Paul Davies. What's This India Business?: Offshoring, Outsourcing, and the Global Services Revolution. – М.: , 0. – 0 с.
    
39. Ibp USA, Emerging Markets Investment Center. Peru Business Intelligence Report. – М.: , 0. – 0 с.
    
40. Ibp USA, Emerging Markets Investment Center. Kiribati Business Intelligence Report. – М.: , 0. – 0 с.
    
41. Ibp USA, Emerging Markets Investment Center. Croatia Business Law Handbook. – М.: , 0. – 0 с.
    
42. Lois Center-Shabazz. Let's Get Financial Savvy! From Debt-Free to Investing With Ease. – М.: , 0. – 0 с.
    
43. Noel Bruton. How to Manage the IT Helpdesk: A Guide for User Support and Call Center Managers. – М.: Butterworth-Heinemann, 0. – 372 с.
    
44. Andrew Waite, Andrew J. Waite. A Practical Guide to Call Center Technology. – М.: CMP, 2002. – 497 с.
    
45. Emirates Center for Strategic Studies and Research. Leadership and Management in the Information Age (Emirates Center for Strategic Studies and Research). – М.: , 0. – 0 с.
    
46. Leadership The Center For Army, Army Department of the. The U.S. Army Leadership Field Manual. – М.: , 0. – 0 с.
    
47. James C. Barnes. A Guide to Business Continuity Planning. – М.: , 0. – 0 с.
    
48. Risk Analysis and the Security Survey. – М.: , 0. – 0 с.
    
49. The Management Center, Leyna Bernstein, Leyna Bernstein. Best Practices : The Model Employee Handbook for California Nonprofits (Jossey-Bass Nonprofit & Public Management Series). – М.: , 0. – 0 с.
    
50. Course ILT: Call Center Management. – М.: , 0. – 0 с.
    
51. Akhtar Syed, Afsar Syed. Business Continuity Planning Methodology. – М.: , 0. – 0 с.
    
52. Brad Cleveland. ICMI's Call Center Management Dictionary: The Essential Reference for Contact Center, Help Desk and Customer Care Professionals. – М.: Call Center Press, 2003. – 209 с.
    
53. Brad Cleveland, Debbie Harne. Call Center Operations Management Handbook and Study Guide. – М.: , 0. – 0 с.
    
54. Maxine Dalton, Center for Creative Leadership. Learning Tactics Inventory, includes sample copy of Participant's Workbook : Facilitator's Guide. – М.: , 0. – 0 с.
    
55. Madeline Bodin, Keith Dawson. The Call Center Dictionary. – М.: , 0. – 0 с.
    
56. Madeline Bodin. Maximizing Call Center Performance. – М.: , 0. – 0 с.
    
57. Rosanne D'Ausilio. Wake Up Your Call Center: Humanizing Your Interaction Hub (3rd Edition). – М.: , 0. – 0 с.
    
58. Allen H. Center, Patrick Jackson. Public Relations Practices: Managerial Case Studies and Problems (6th Edition). – М.: , 0. – 0 с.
    
59. Andrew Schmitz, Hartley Furtan, University of Regina Canadian Plains Research Center. Canadian Wheat: Board Meeting in the New Millennium. – М.: , 0. – 0 с.
    
60. Chris Dewinter. Selling By Telephone. – М.: , 0. – 0 с.
    
61. Richard Feinberg, Ko De Ruyter, Lynne Bennington. Cases in Call Center Management: Great Ideas (Th)at Work (Ichor Business Series). – М.: , 0. – 0 с.
    
62. Course ILT: Call Center. – М.: , 0. – 0 с.
    
63. Million Dollar Round Table Center for Productivity. Million Dollar Prospecting Techniques (MILLION DOLLAR ROUND TABLE). – М.: , 0. – 0 с.
    
64. Million Dollar Round Table Center for Productivity. Million Dollar Closing Techniques (Million Dollar Round Table Series). – М.: , 0. – 0 с.
    
65. The Million Dollar Round Table Center for Productivity. Million Dollar Selling Techniques (MILLION DOLLAR ROUND TABLE). – М.: , 0. – 0 с.
    
66. Sheryl Garrett, Marie Swift, The Garrett Planning Network. Just Give Me the Answer$ : Expert Advisors Address Your Most Pressing Financial Questions. – М.: , 0. – 0 с.
    
67. National Law Center for Inter-American Free Trade. Inter-American Reform: Bankruptcy Law Developments and Secured Financing. – М.: , 0. – 0 с.
    
68. Jim Rowan, Sharon Rowan. Call Center Continuity Planning. – М.: , 0. – 0 с.
    
69. Keith Dawson. The Call Center Handbook: The Complete Guide to Starting, Running, and Improving Your Call Center. – М.: CMP, 2003. – 280 с.
    
70. Александра Самолюбова. Call Center на 100%. Практическое руководство по организации Центра обслуживания вызовов. – М.: Альпина Паблишер, 2010. – 352 с.
    
71. Jack W. Plunkett. Plunkett's Banking, Mortgages and Credit Industry Almanac 2005: The Only Complete Guide to the Business of Banking, Lending, Mortgages and Credit Cards ... Mortgages and Credit Industry Almanac). – М.: , 2004. – 0 с.
    
72. Raik Stolletz. Performance Analysis and Optimization of Inbound Call Centers (Lecture Notes in Economics and Mathematical Systems). – М.: , 2003. – 0 с.
    
73. Rosanne D'Ausilio. Wake Up Your Call Center: Humanize Your Interaction Hub. – М.: , 2005. – 0 с.
    
74. Garber Peter. Learning Points: 80 Activities and Actions for Call Center Excellence (Learning Points). – М.: , 2004. – 0 с.
    
75. Employment, Trade Union Renewal and the Future of Work : The Experience of Work and Organizational Change (The Future of Work). – М.: , 2005. – 0 с.
    
76. Brad Cleveland. Call Center Management on Fast Forward: Succeeding in Today's Dynamic Customer Contact Environment. – М.: ICMI Press, 2006. – 440 с.
    
77. Center for Creative Leadership, Jennifer J. Deal, Don W. Prince. Developing Cultural Adaptability: How to Work Across Differences (J-B CCL (Center for Creative Leadership)). – М.: , 2007. – 0 с.
    
78. Peggy M. Jackson. Nonprofit Risk Management & Contingency Planning: Done in a Day Strategies. – М.: , 2006. – 224 с.
    
79. Elaine K. Harris. Customer Service: A Practical Approach (4th Edition). – М.: , 2006. – 192 с.
    
80. Jonathan Teller-Elsberg , Nancy Folbre, James Heintz, The Center for Popular Economics. Field Guide to the U.S. Economy: A Compact and Irreverent Guide to Economic Life in America, Revised and Updated Edition. – М.: , 2006. – 240 с.
    
81. David L. Butler. Bottom-Line Call Center Management: Creating a Culture of Accountability and Excellent Customer Service (Improving Human Performance). – М.: , 2004. – 178 с.
    
82. National Center on Education and the Economy. Tough Choices or Tough Times: The Report of the New Commission on the Skills of the American Workforce. – М.: , 2006. – 208 с.
    
83. Center For Strat Emirates. Asian Energy Markets: Dynamics And Trends (Emirates Center for Strategic Studies and Research (Paperback)). – М.: , 2005. – 404 с.
    
84. Center for Creative Leadership, Michael E. Kossler, Sonya Prestridge. Leading Dispersed Teams (J-B CCL (Center for Creative Leadership)). – М.: , 2007. – 31 с.
    
85. Dirk Zeller. Telephone Sales for Dummies. – М.: For Dummies, 2007. – 288 с.
    
86. Center for Creative Leadership, Wayne Hart, Karen Kirkland. Using Your Executive Coach (J-B CCL (Center for Creative Leadership)). – М.: , 2007. – 0 с.
    
87. Center for Creative Leadership, Kim Kanaga, Sonya Prestridge. How to Launch a Team: Start Right for Success (J-B CCL (Center for Creative Leadership)). – М.: , 2007. – 0 с.
    
88. Center for Creative Leadership, Barbara Popejoy, Brenda J. McManigle. Managing Conflict with Direct Reports (J-B CCL (Center for Creative Leadership)). – М.: , 2007. – 0 с.
    
89. Center for Creative Leadership, Michael H. Hoppe. Active Listening: Improve Your Ability to Listen and Lead (J-B CCL (Center for Creative Leadership)). – М.: , 2007. – 0 с.
    
90. Д.Н. Владиславлев. Энциклопедия банковского маркетинга. – М.: Ось-89, 2009. – 256 с.
    
91. Ronald H. Bowman. Business Continuity Planning for Data Centers and Systems: A Strategic Implementation Guide. – М.: , 2008. – 206 с.
    
92. Intl Foundation of Employee Benefit Plans. Health Care Purchasing Coalitions: Multiemployer and Public Plans 2008 Directory. – М.: , 2008. – 53 с.
    
93. James C. Abbott. The Executive Guide to Six Sigma Call Centers. – М.: Robert Houston Smith Publishers, 2008. – 172 с.
    
94. Gerard Blokdijk, Jackie Brewster, Ivanka Menken. Disaster Recovery and Business Continuity IT Planning, Implementation, Management and Testing of Solutions and Services Workbook. – М.: , 2008. – 196 с.
    
95. Real Bergevin, Afshan Kinder, Winston Siegel, Bruce Simpson. Call Centers for Dummies. – М.: John Wiley and Sons, Ltd, 2010. – 384 с.
    
96. Tankut Pacac?. The Philosophy of Advanced-Level Marketing: The significance of CRM- Customer Relations Management in terms of marketing, consumer behaviors. – М.: , 2011. – 80 с.
    
97. CAPT(Center for the Advancement of Process Tech)l. Process Quality. – М.: , 2010. – 288 с.
    
98. Carlos I. Calle. Einstein For Dummies. – М.: For Dummies, 2005. – 384 с.
    
99. Bill Price. The Best Service is No Service. – М.: Jossey-Bass, 2008. – 336 с.
    
100. Madeline Bodin. Maximizing Call Center Performance. – М.: , 2010. – 137 с.
     
101. Keith Dawson. The Call Center Handbook. – М.: , 2010. – 0 с.
     
102. Madeline Bodin. The Call Center Dictionary. – М.: , 2010. – 227 с.
     
103. James C. Barnes. A Guide to Business Continuity Planning. – М.: , 2001. – 182 с.
     
104. Geeks On Call®. Geeks On Call® PC?s. – М.: , 2005. – 192 с.
     
105. Real Bergevin. Call Center fur Dummies. – М.: , 2007. – 388 с.
     
106. Adam Gearey. Law and Aesthetics. – М.: , 2011. – 176 с.
     
107. Adam Gearey. Law and Aesthetics. – М.: , 2011. – 176 с.
     
108. Six Sigma For Transactions And Service. – М.: , 2005. – 558 с.
     
109. A Supply Chain Management Guide To Business Continuity. – М.: , 2011. – 272 с.
     
110. Susan Snedaker. Business Continuity and Disaster Recovery Planning for IT Professionals. – М.: Syngress, 2007. – 456 с.
     
111. Collins: Ireland: Comprehensive Road Atlas. – М.: HarperCollins Publishers, 2011. – 160 с.
     
112. 2014 Collins Britain Big Road Atlas. – М.: HarperCollins Publishers Limited, 2013. – 172 с.
     
113. Collins Scotland: Road Map. – М.: HarperCollins Publishers, 2013. – 2 с.
     
114. 2014 Collins Britain: Big Road Atlas. – М.: HarperCollins, 2013. – 164 с.
     
115. Chanchal Bhatted,Navin Chopra and Deeksha Katyal. Determination & Evaluation Of Carbon Footprint applied to IT Industry. – М.: LAP Lambert Academic Publishing, 2011. – 68 с.
     
116. Hardik Joshi and Sanjay Oza. Enhancement in Predictive Dialer for Automatic Call Distribution. – М.: LAP Lambert Academic Publishing, 2012. – 104 с.
     
117. Manoj Kumar Singh,Bharat Raj Singh and M.A. Faruqi. Modeling And Simulation Of Dynamic Half Car Using Bond Graph. – М.: LAP Lambert Academic Publishing, 2014. – 104 с.
     
118. Nishant Pandya and Chetan Trivedi. The World of Chetan Bhagat. – М.: LAP Lambert Academic Publishing, 2014. – 96 с.
     
119. Daniel Yaw Dushie. Business Continuity Planning. – М.: LAP Lambert Academic Publishing, 2015. – 60 с.
     
120. Fransie de Waal. Coal agglomeration in a non-pressurized gasifier. – М.: LAP Lambert Academic Publishing, 2010. – 156 с.
     
121. Mohamed Megahed. Development of Marine Shrimp Farming in Sinai, Egypt. – М.: LAP Lambert Academic Publishing, 2013. – 288 с.
     
122. Ashok Kumar Rastogi,S Snehlata Arun Lila and Tapesh Ajmera. ANN, SA and GA application in Groundwater Hydrology. – М.: LAP Lambert Academic Publishing, 2011. – 372 с.
     
123. Duysal Askun Celik. Call Centers' Quality of Working Life. – М.: LAP Lambert Academic Publishing, 2011. – 136 с.
     
124. Srinivasa Rao Vatluri. Stochastic Models in Graded Manpower systems. – М.: LAP Lambert Academic Publishing, 2013. – 148 с.
     
125. Cihangir Ertaban. Call Center Staffing and Shift Optimization. – М.: LAP Lambert Academic Publishing, 2012. – 80 с.
     
126. Hardi Shareef and Alias B. Khalaf. On Sp-open sets,Sp-continuity & Sp-compactness in Topological spaces. – М.: LAP Lambert Academic Publishing, 2011. – 120 с.
     
127. Eduardo J. Calle. Remedial Mathematics: Online vs. Face-to-Face. – М.: LAP Lambert Academic Publishing, 2012. – 296 с.
     
128. Yu-Hsiu Hugo Lee and NIDA Research Center. Interdisciplinary Language Discourses in Urban Refugees. – М.: LAP Lambert Academic Publishing, 2011. – 152 с.
     
129. Majid Khan. Development of Public and Private Higher Education in Pakistan. – М.: LAP Lambert Academic Publishing, 2010. – 168 с.
     
130. Md. Maidul Islam and Md. Mahmudul Hasan Rafee. A Managerial Guide on IT Outsourcing. – М.: LAP Lambert Academic Publishing, 2012. – 64 с.
     
131. Antonios Printezis. PRICING MODELS FOR ADMISSION IN SERVICE SYSTEMS. – М.: LAP Lambert Academic Publishing, 2010. – 124 с.
     
132. Karen Chouinard. Constraints for Leading in the Call Center Environment. – М.: LAP Lambert Academic Publishing, 2014. – 68 с.
     
133. Debajani Sahoo. CRM Practices in Indian Star Hotels. – М.: LAP Lambert Academic Publishing, 2011. – 316 с.
     
134. Alaa Al-Deen Mohammed Hassan. Information Security Management. – М.: LAP Lambert Academic Publishing, 2013. – 188 с.
     
135. Roger Achkar. CRM and Customer Data. – М.: LAP Lambert Academic Publishing, 2011. – 56 с.
     
136. Tankut Pacac?. The Philosophy of Advanced-Level Marketing. – М.: LAP Lambert Academic Publishing, 2011. – 80 с.
     
137. Rabel Catayoc. Work Habits of Call Center Agents and Their Implications. – М.: LAP Lambert Academic Publishing, 2014. – 68 с.
     
138. Patrick Mwangi and Kenneth Lwegado. Training & development practices in microfinance institutions in kenya. – М.: LAP Lambert Academic Publishing, 2014. – 68 с.
     
139. Puwada George Raja Kumar. "GEORGE STUDENT CENTRED TEACHING PLAN" - An Experimental Study. – М.: LAP Lambert Academic Publishing, 2014. – 260 с.
     
140. Virginia Evans, Jenny Dooley, Sarah Miranda. Career Paths: Call Centers: Student's Book 1. – М.: Express Publishing, 2013. – 40 с.
     

Лучшие результаты

Дополнительные результаты

1. Построение call-центра с нуля. О. Алексеенко, "БДМ. Банки и деловой мир", № 12, декабрь 2007.
2. Банковский call-центр как инструмент работы с "проблемными" клиентами. А. А. Крылов, "Банковское кредитование", № 5, сентябрь-октябрь 2007.
3. Большое будущее call-центров. М. Рогозин, "Кадровый менеджмент", № 8, ноябрь 2006.
4. 10 болезней российских call-центров. В. Аниканов, "Банковское дело в Москве", № 11, ноябрь 2006.
5. Бюджетирование страховой компании на базе Oracle Enterprise Planning and Budgeting. Д.В. Лесоводский, "Финансовый менеджмент в страховой компании", № 3, III квартал 2006.
6. Call-центр нельзя купить, но можно построить!. В. Аниканов, "Банковское дело в Москве", № 5, май 2006.
7. МДМ-Банк: история одного call-центра. "Банковское дело в Москве", № 4, апрель 2006.
8. Внедрение call-центров и CRM-решений - новый этап в развитии бизнеса. интервью с К. Кишинским, вице-президентом FrontRange Solutions по центрам обработки вызовов и Д. Барышевым, директором по продажам FrontRange Solutions в России и СНГ. Л. Беккер, "Банковское дело в Москве", № 4, апрель 2006.
9. Три кита call-центра. К. Гордеев, "Банковское дело в Москве", № 4, апрель 2006.
10. Мотивация достижений для сотрудников call-центра. В. Правоторов, "Кадровый менеджмент", № 2, март 2006.
11. Open Plan - система календарного планирования и контроля за реализацией проектов. Н. Герасименко, "Финансовая газета. Региональный выпуск", № 43, октябрь 2005.
12. Тренер должен любить людей. интервью со С. Ивановой, старшим партнером, тренером-консультантом KPG Training Center Ivanova & Lebedeva. "Управление персоналом", № 12, июнь 2005.
13. Call-центр - "Момент истины". "Банковское дело в Москве", № 4, апрель 2005.
14. Call-центры как средство повышения эффективности бизнеса. И. Аглицкий, "Финансовая газета", № 12, март 2005.
15. Банковский call-центр: взгляд "со стороны". М. Смирнов, "Банковское дело в Москве", № 2, февраль 2005.
16. Call-центр банка: снижаем расходы, улучшаем сервис. М. Мертенс, "БДМ. Банки и деловой мир", № 12, декабрь 2008.