Schwartz, Lisa M. <br/><br/>
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. 
<br/><br/>Includes index 
<br/><br/><label>ISBN: </label>0131837893 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Call centers--Management<br/>Customer relations--Management<br/>Customer services--Management
<br/><br/><label>LC Class. No.: </label>HE8788  / .S399