William Conrad's Guide to Great Telephone Etiquette
The actor William Conrad - famous as detective Frank Cannon in the 1970s in the TV show Cannon - lent his name to a series of training manuals for phone users. He had a great rich voice and was also the announcer on such TV shows as 'The Fugitive' and 'Buck Rogers in the 25th Century'. In his later years, he recorded a series of generic answerphone messages that were released as an LP for use on home phones. A single from the LP reached number seven in the American Billboard charts. I really think some call centre operators need to read this wonderful book!