TY  - BOOK
AU  - Dawson,Keith
TI  - The call center handbook: the complete guide to starting, running and improving your call center
SN  - 1578200709
AV  - HE 8788 D38C 2001
PY  - 2001///
CY  - Gilroy, CA
PB  - CMP
KW  - CALL CENTERS
KW  - MANAGEMENT
KW  - CUSTOMER SERVICES
KW  - MANAGEMENT INFORMATION SYSTEMS
N1  - The physical center; Routing calls : switches & hardware systems; The front end
ER  -