TY  - BOOK
AU  - Schwartz,Lisa M.
AU  - Ruffins,Lana M.
AU  - Petouhoff,Natalie L.
TI  - Re-inventing your contact center: a manager's guide to successful multi-channel CRM 
SN  - 0131837893
AV  - HE8788 .S399
PY  - 2007///
CY  - Upper Saddle River, NJ
PB  - Pearson Education
KW  - Call centers
KW  - Management
KW  - Customer relations
KW  - Customer services
N1  - Includes index
UR  - http://www.loc.gov/catdir/toc/ecip063/2005033062.html
ER  -