"Dawson, Keith" <br/><br/>
Call center handbook  complete guide to starting running and improving your call 

 - 4 
 - New York  CMP Books  2001 
 - 382p. : ill. ;23cm. 
<br/><br/><label>ISBN: </label>1578200709 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Call centers--Management<br/>Customer services--Management<br/>Management information systems (MIS)