TY  - BOOK
AU  - Wilson,John P.
TI  - The Call Centre Training Handbook: A Complete Guide to Learning & Development in Contact Centres 
SN  - 9780749450885
AV  - HE8788 .W31
PY  - 2008///
CY  - London, Philadelphia
PB  - Kogan Page
KW  -  
KW  - Call centers
KW  - Employees
KW  - Training of
KW  - Customer services
KW  - Management
N1  - Includes bibliographical references (p. [302]-312) and index
UR  - www.koganpage.com
ER  -