TY  - BOOK
AU  - Read,Brendan B.
TI  - Designing the best call centre for your business: a complete guide for location, services, staffing, and outsourcing 
SN  - 1578203139 (pbk.)
PY  - 2005///
CY  - San Francisco
PB  - CMP Books
KW  - Call centers
KW  - Customer relations
KW  - Customer services
KW  - Management
N1  - Includes bibliographical references (p. 349)
ER  -