Managing and motivating contact center employees :  tools and techniques for inspiring outstanding performance from your frontline staff/ 
Malcom Carlaw ... [et al.] 
 - Tata McGraw-Hill edition 
 - New Delhi :  Tata McGraw-Hill Education,  2004 
 - xvii, [3], 296p. :  ill.;  24 cm. 
<br/><br/> Includes index 
<br/><br/><label>ISBN: </label>0070587299  Rs.225.00 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Call centres--Personnel management<br/>Customer services--Management<br/>Employee motivation
<br/><br/><label>Dewey Class. No.: </label>658.812