TitleManaging and motivating contact center employees [electronic resource] : tools and techniques for inspiring outstanding performance from your frontline staff / Malcolm Carlaw ... [et al.]
Imprint New York : McGraw-Hill, c2003
Connect tohttp://www.netLibrary.com/urlapi.asp?action=summary&v=1&bookid=86826
Descript xvii, 297 p. : ill

SUBJECT

  1. Call centers -- Personnel management
  2. Customer services -- Management
  3. Employee motivation
  4. Electronic books.