TY  - BOOK
AU  - Calvert,Natalie
TI  - Gower Handbook of Call and Contact Centre Management
SN  - 0566085100 :
U1  -  658.812 
PY  - 2004///
CY  - England
PB  - Gower
KW  - Customer relations
KW  - Management
KW  - Customer services
N1  - Glossary : p. 318-328; Includes index
ER  -