Teacher Discussion Forums

I have currently been asked to training South Asian students who are in the call centre industry. Does anyone know any excellent resources in this form of training? Also, what texts do you recommended in intensive pronunciation and/or accent reduction? These are intermediate/advanced students.

I have also been asked to develop an accent training curriculum for Indian Call Centers. I have a few books that seem pretty good. American Accent Training by Ann Cook and The American Accent by Beverly Lujan. Plus Teaching Pronunciation by Celce-Murcia gives a good overview of pronunciation including intonation, stress, and the actual sounds. Right now I'm at the point of doing needs analysis for the program, but don't have any real life experience working/teaching in a call center. Do you have any ideas how I can find out what the actual needs are? I'd like to observe in a call center, but don't know how to go about doing that. Any ideas on that?