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