The Complete Guide to Customer Support by Brendan Read, Joseph Fleischer (2002, Paperback, Illustrated)

I enjoyed this book - I bought it awhile ago and took some time to get around to reading it. One thing I would say is that this book really focuses on the managerial side of things in terms of putting a help desk or call center or customer service center in place and getting it up and running efficiently (and all the ins and outs that entails) as opposed to really going into great detail regarding the actual customer service rep or agent themselves, which is what I expected when I bought this book. Although, to be fair, they do discuss the job of the customer service rep, they just seemed to weigh much more heaving toward the operations of a call center.

Overall, I'd recommend the book if you're in IT or new to I.T. and want to get a good overview of call centers and how they work.