I would start by looking though presentations from past call center industry conferences. Most conferences publish their presentations on their websites once the conference is over.
You may also want to attend a conference and talk with some of the presenters, especially the customers that present case studies on their own centers. This website has an excellent resource on Upcoming Events in the Best CRM Web Links section.
I would also check out Purdue University's Center for Customer Driven Quality. Their website is http://www.ccdq.com, where you will find contact information there.
A referral source for a consultant specializing in small to mid-size contact center solutions is the Society of Telecommunications Consultants at www.stcconsultants.org.
Hopefully these will give some places to start.
This was first published in September 2002