Calvert, Natalie <br/><br/>
Gower Handbook of Call and Contact Centre Management / 
edited by Natalie Calvert 
 - England :  Gower,  c2004 
 - xxvii, 340 p. ;  25 cm. 
<br/><br/> Glossary : p. 318-328  Includes index 
<br/><br/><label>ISBN: </label>0566085100 :  PND 75.00 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Customer relations--Management<br/>Customer services
<br/><br/><label>Dewey Class. No.: </label>658.812