Waite, Andrew J <br/><br/>
A practical guide to call center technology 

 - New York  CMP Books  2001 
 - iv, 497p.  
<br/><br/><label>ISBN: </label>1578200946 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Acd_Automatic call distributor<br/>Customer services -- Call centres<br/>Management--Customer relations (CRM)