Green, Jack A. <br/><br/>
Call centers   technology & techniques  

 - Australia   Thomson   2003 
 - xii, 276 p.  : ill.  ; 25 cm. 
<br/><br/> Index Included.  
<br/><br/><label>ISBN: </label>9812548920 (pbk) 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Call centers <br/>Telephone etiquette --Call monitoring --Instrument of communication --Rate of speech --Customer rapport --Effective listening  --Voice mail --FMS 
<br/><br/><label>Dewey Class. No.: </label>658.812  / GRE