Butler, David L. <br/><br/>
Bottom-line call center management :  creating a culture of accountability and excellent customer service / 
David L. Butler 
 - Amsterdam :  Elsevier Butterworth-Heinemann,  2004 
 - xxi, 179 p. :  ill. ;  23 cm. 
<br/><br/>Includes bibliographical references and index 
<br/><br/><label>ISBN: </label>0750676841 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Call centers--Management