TY  - BOOK
AU  - Read, Brendan B. 
TI  - Designing the Best Call Centre for Your Business:  a complete guide for location services staffing and outsourcing
SN  - 9781578203130
U1  - 658.872 
PY  - 2005///
CY  - San Francisco
PB  - CMP Books
KW  - Customer relations,
KW  - Customer services
KW  - Customer Relationship Management
ER  -