TY  - BOOK
AU  - Feinberg, Richard
AU  - De Ruyter, Ko
AU  - Bennington, Lynne
TI  - Cases in call center management: : great ideas that work 
SN  - 8179924424
U1  - 658.812 FEI 
PY  - 2008///
CY  - Ahmedabad
PB  - Jaico
ER  -