About Dr. David L. Butler
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After spending years researching call centers, Dr. Butler's resulting book, Bottom-Line Call Center Management breaks new ground in call-center literature addressing key skills and techniques in assessing and implementing effective management practices to maximize the human and capital resources at the call center manager's disposal. Following the strategies discussed in the book, Butler works to help call center managers evaluate their current status, implement cost-effective changes, and measure results of their changes to ensure a culture of accountability within the call center at all levels. |
David
L. Butler, Ph.D.
Director, Call Center Research Lab (CCRL)
The University of Southern Mississippi
Hattiesburg, MS 39406-5022
Phone: (601) 266-4735
Email: David.Butler@usm.edu
CALL CENTER PUBLICATIONS
2005 State of
the Industry Report-Winners and Losers: Change in Call Center
Location and Employment 2002-2005, NACC White Paper #1, June.
2005 “Director’s
Forum,” “White Paper Forum,” in In Queue Newsletter
vol. 1,
issue 1, March.
2004 Bottom-Line Call Center Management: Creating a Culture of Accountability and Excellent Customer Service," Butterworth-Heinemann Elsevier Business Books.
2004 “U.S. Call Centers: The Undiscovered Country,” in WorldMinds: Geographical Perspectives on 100 Problems, Kluwer Publishers, Warf, Janelle, and Hansen, Eds.
2002 "Culture Matters! Retaining Employees and Increasing Profitability: Happy Airways," in Phillips, Patricia P., ed., In Action: Retaining Your Best Employees, ASTD Publications, Alexandria, VA, pp. 135-150.
CALL CENTER PUBLICATIONS SUBMITTED
2005 “Policy Implications for the Global Call Center Industry,” submitted to Telecommunications Policy, with Leslie Butler, June, under review.
2005 “Women’s work: Spatial Manifestations of Gender and Occupation” submitted to The Professional Geographer, with Perry Carter, May, under review.
CALL
CENTER PRESENTATIONS
2005 Presentation at the Global Policy and Development Conference
2005: Nation Building and Sustainment Operations, Gulfport, October,
scheduled.
2005 “State of the Industry,” Invited Presentation to the Middle Tennessee Call Center Alliance, Nashville, TN, July.
2005 “Call Centers as a core competency within an organization,” Invited Presentation to Omega Management Group, SCORE Conference, Boston, April.
2005 “Losing the Customer” Invited Presentation to the ASMI Call Center Performance Conference, American Strategic Management Institute, Orlando, FL, March.
2004 “Staying Competitive in a Globalizing Industry,” at the Gulf South Call Center Conference, keynote address, Gulfport, October.
2004 3 workshops at the Gulf South Call Center Conference, Gulfport, October.
2004 American Conference Institute, invited speaker, Offshore Outsourcing, New York City, October.
2004 “Report on Call Center Outsourcing,” Managing Globalization: The Role of the Business and the State, Gulfport, October.
2004 “Losing the Customer,” Invited Presentation to the National Quality Review Annual Meeting, invited speaker, Boston, September.
2001 “Call centers, Economic Development and Dispersed Economic Activity: A Study of Albuquerque, New Mexico,” Applied Geography Conference, Fort Worth, TX, November.
2001 “Concentration, Dispersion, Networks and IT: A Case Study of Call Centers in the United States,” Digital Communities 2001 Conference, Chicago, IL, November.
2001 “Pink Collar Ghettos?: Women, Call Centers and Dispersed Economic Activity,” Association of American Geographers Annual Meeting, New York, NY, February.
1999 “Telecommunications, Flexible Accumulation, and Pink Collar Ghettos,” Association of American Geographers Annual Meeting, Honolulu, Hawaii, March.