Contact Centre Association of Singapore

CCAS Library available to members only

Dear Valued Members
The Contact Centre Association of Singapore is proud to announce our newly set up Resource Library.

The library is exclusively for CCAS members only - A membership benefit! Have some free time, do come down to the Secretariat to browse the fine collection of books.

Listed below are the titles carried in our Resource Library.

1. Operations Management by Brad Cleveland/ Debbi Harne

2. People Management by Brad Cleveland/ Debbi Harne

3. Customer Relationship Management by Brad Cleveland/ Debbi Harne

4. Leadership & Business Management by Brad Cleveland/ Debbi Harne

5. Contact Centre Management - On Fast Forward by Brad Cleveland & Julia Mayben

6. Contact Centre Outsourcing by Mike Havard and David Reed

7. The Road to Customer Service Excellence by Khong Bee (1st & 2nd Edition)

8. The Road to IVR Excellence by Khong Bee

Items 7 & 8 - these are available for sale at SGD15.00 each, proceeds will go to Children Cancer Foundation.

9. The Customer Response Management Handbook by Darlene D.Richard

10. Contact Centre Technology Demystified by Lori Bocklund & Dae Bentson

11. Contact Centre Recruiting and New Hire Training by Contact Centre Press

12. Contact Centre Forecasting and Scheduling by Contact Centre Press

13. Contact Centre Agent Turnover and Retention by Contact Centre Press, a division of ICMI

14. Contact Centre Agent Motivation & Compensation by Contact Centre Press, a division of ICMI

15. Contact Centre Operations by

16. Contact Centre Staffing by Penny Reynolds

17. How to conduct a Contact Centre Performance Audit : A to Z by Se Jon Anton & Dru Phelps

18. Communications for Business (3rd Edition) by Shirley Taylor

19. Essential Communication Skills (The Ultimate Guide to Successful Business Communications) by Shirley Taylor

20. Model Business Letters, E-emails & Other Business Documents (Six Edition) by Shirley Taylor

21. Built to Last - Successful Habits of Visionary Companies by Jim Collins

22. The Nordstrom Way to Customer Service by Robert Spector and Patrick McCarthy

23. The 17 Indisputable Laws of Teamwork by John C Maxwell

24. Designing the Best Contact Centre for your business by Brendan B Read

25. Creating a Total Rewards Strategy by Todd M Manas and Michael Dennis Graham

26. The Complete Guide and Coaching at work by Perry Zeus & Suzanne Skiffington

27. How to motivate every employee by Anne Bruce

28. Making change happen one person at a time by Charles H Bishop Jr.

29. The Relationship-based Enterprise by Ray Mckenzie

30. The Relationship-Based Enterprised by Ray Mckenzie

31. The Outsourcing Dilemma by J Brian Heywood

32. A Pratical Guide to Contact Centre Technology by Andrew J Waite

33. Guide to Employment Act by Ministry of Manpower

34. How to Motivate Every Employee - 24 proven tactise to spark by Anne Bruce

35. Key Customer Relationship Management

36. CRM - Essential Customer Strategies for the 21 st Century by Paul Greenberg

37. The US Business bestseller - Fish by Stephen C Lundin , Harry Paul & John Christensen

38. Who Moved My Cheese? By Dr. Spencer Johnson

39. How to Win Friends and Influence People by Dale Carnegie

40. Contact Centre Operations by American Productivity Quality Centre

41. The Lombardi Rules by Vince Lombardi, Jr

42. The Powell Principles by Oren Harari

43. The New Manager's Handbook by Morey Stettner

44. Perfect Phases for Customer Service by Robert Bacal

45. Developing the Leader within you by John C Maxwell

46. 1001 Ways to energize employee by Bob Nelson

47. Customer Relationship Management by Standley A Brown

48. Breakthrough Customer Service by Standley A. Brown

49. The right staff by Ted Sandeman

Our library is open between 3-5pm every Tuesday and Thursday (except public holidays). You may wish to confirm the availability of the books with the Secretariat before you visit. If you know of any other books that may be of interest to you or our members, please alert us and we will evaluate it for future purchase.

To ensure that every member maximizes the benefits and facilities of the CCAS Library, appended below are the rules.

The rules covers:

1.1 Deposit
A refundable deposit of S$50.00 together with the loan from duly completed is required upon collection of book (You may download the form via this hyperlink).

1.2 Loan Allowances
Each member is allowed to borrow up to one (1) book for a week only. You may collect and/or return the book every Tuesday and Thursday (except public holidays) between 3-5pm. Example, a book borrowed on Tuesday is to be returned the next Tuesday . If Tuesday falls on a public holiday, the book is to be returned on Thursday in the same week.

You may place a reservation for one (1) book at a non-refundable deposit of S$5.00. Once available, the book will be retained for a maximum of one week for self-collection.

1.3 Period of Loan
All books shall be returned on or before the date due. The deposit of S$50.00 will be forfeited if the book is not returned before stated time. Deposit of S$50.00 will be forfeited if book is not return before stated (agreed) time.

1.4 Damage to or Loss of Books and Materials
Any damage to or loss of books or materials from the Library is charged for at the current replacement value or repair cost including any other administrative costs incurred as a results (e.g. air freight). The decision to repair or replace the item is at the discretion of the CCAS.

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