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[2007-09-24] Avoid Massive Training Costs in Your Call Center
I saw a piece on Computerwire by Janine Milne recently - "Poor IT Training Costs UK Contact Centers Billions" (subscription required) .

[2007-09-10] Detailed Descriptions & Decision Making
I'm reading "The Psychology of Judgment and Decision Making" by Scott Plous. It's a really interesting book.