Book: Your Call Is (Not That) Important to Us: Customer Service and What It Reveals About Our World and Our Lives by Emily Yellin
About: Yellin tours customer service centers and talks to customers, call center workers, call system designers and business executives to provide a 360 degree view of the customer service industry.
Pros: An interesting look at an industry I had no idea was so complex. Makes you feel for abused customer service reps. A few fun facts: Fedex is the largest airline in the world and at some fast food restaurant drive-thrus, your order may be taken from someone at a call center hundreds of miles away and the order info gets relayed to the restaurant that you are ten feet from.
Cons: While sources are cited in the back (in "page number, sentence cited, source" format), I prefer in-text citations. I would have liked to know why some call center workers cannot reveal their location. No real conclusion, just sort of ends.