TY  - BOOK
AU  - Butler, David L
TI  - Bottom-line call center management : creating a culture of accountability and excellent customer service
SN  - 9780750676847
SN  - 200400107
U1  - 658.812 BUT 
PY  - 2004///
CY  - Amsterdam ; Boston
PB  - Elsevier Butterworth-Heinemann
KW  - Call centers - Management
N1  - Includes bibliographical references and index
ER  -