TY  - BOOK
AU  - Applegarth, Michael 
AU  - Guttridge, Adrian  
AU  - Posner, Keith 
TI  - The call centre customer care pocketbook
SN  - 9781903776339
U1  - 658.812 
PY  - 2005///
CY  - Alresford : 
PB  - Management Pocketbooks, 
KW  - Call centers.
KW  - Customer relations.
ER  -