TY  - BOOK
AU  - Feinberg, Richard,
AU  - Ruyter, Ko de.
AU  - Bennington, Lynne.
TI  - Cases in call center management: great ideas (th)at work 
SN  - 8179924424
PY  - 2005///
CY  - Mumbai.
PB  - Jaico Publishisng House
KW  - Call centers
KW  - Management
KW  - Case studies
N1  - Includes bibliographical references (p. 341-351) and index
UR  - http://www.loc.gov/catdir/toc/ecip0412/2003026951.html
ER  -