TY  - BOOK
AU  - Butler,David L.
TI  - Bottom-line call center management: creating a culture of accountability and excellent customer service 
SN  - 0750676841
PY  - 2004///
CY  - Amsterdam
PB  - Elsevier Butterworth-Heinemann
KW  - Call centers
KW  - Management
N1  - Includes bibliographical references and index
ER  -