Re-inventing your contact center : a manager's guide to successful multi-channel CRM /
Schwartz, Lisa M.
Re-inventing your contact center : a manager's guide to successful multi-channel CRM / [book] by Lisa M. Schwartz, Lana M. Ruffins, Natalie L. Petouhoff - Upper Saddle River, NJ : Pearson Education, 2007. - xx, 245 p. : ill.
Includes index
0131837893
Call centers--Management
Customer relations--Management
Customer services--Management
HE8788 / .S399
Re-inventing your contact center : a manager's guide to successful multi-channel CRM / [book] by Lisa M. Schwartz, Lana M. Ruffins, Natalie L. Petouhoff - Upper Saddle River, NJ : Pearson Education, 2007. - xx, 245 p. : ill.
Includes index
0131837893
Call centers--Management
Customer relations--Management
Customer services--Management
HE8788 / .S399
