>>>http://motherjones.com/politics/2011/05/indian-call-center-americanization
>>>
>>>Interesting, if true.
>>
>>I can't turn up the title at the moment, but I read a really interesting book a year or so ago about customer service that included a chapter or two on offshore call centers. All I can remember of the title is that it included the word "NOT" in parens.
>>
>>Tamar
>
>is this it?
>
>http://www.amazon.com/Your-Call-Not-That-Important/dp/1416546901/ref=sr_1_1?s=books&ie=UTF8&qid=1310138635&sr=1-1

Yep, that's it. It's a fun read.

Tamar