Bergevin, Real.,  <br/><br/>
Call centers for dummies. 

 - 2nd ed. 
 - Canada ;  John Wiley & Sons, Ltd,  2010. 
 - xviii, 353 p.  ill. ;  24 cm. 
<br/><br/><label>ISBN: </label>9780470677438 
<br/><br/><label>Dewey Class. No.: </label>420 BER