TY  - BOOK
AU  - Green, Jack A.
TI  - Call centers : technology & techniques 
SN  - 9812548920 (pbk)
U1  - 658.812 
PY  - 2003///
CY  - Australia 
PB  - Thomson 
KW  - Call centers
KW  - Telephone etiquette
KW  - Call monitoring
KW  - Instrument of communication
KW  - Rate of speech
KW  - Customer rapport
KW  - Effective listening
KW  - Voice mail
KW  - FMS
N1  - Index Included.
ER  -