Read, Brendan B. <br/><br/>
Designing the best call centre for your business :  a complete guide for location, services, staffing, and outsourcing / 
by Brendan Read 
 - 2nd ed. 
 - San Francisco :  CMP Books ;  2005 
 - xx, 362 p. :  ill. ;  23 cm. 
<br/><br/>Includes bibliographical references (p. 349) 
<br/><br/><label>ISBN: </label>1578203139 (pbk.)  RM140.50 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Call centers<br/>Customer relations<br/>Customer services--Management