Managing and motivating contact center employees [electronic resource] : tools and techniques for inspiring outstanding performance from your frontline staff / Malcolm Carlaw ... [et al.]

Title	Managing 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 to	http://www.netLibrary.com/urlapi.asp?action=summary&v=1&bookid=86826
Descript	xvii, 297 p. : ill

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