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13. 
Cover image for The call centre training handbook : a complete guide to learning & development in contact centres
The call centre training handbook : a complete guide to learning & development in contact centres
by 
Wilson, John P. (John Peter), 1955 August 11-
Table of contents http://catdir.loc.gov/catdir/enhancements/fy0906/2008031241-t.html
Contributor biographical information http://catdir.loc.gov/catdir/enhancements/fy0906/2008031241-b.html
Publisher description http://catdir.loc.gov/catdir/enhancements/fy0906/2008031241-d.html
Format: 
Books
Publication Date 
2009
Excerpt: 
The call centre training handbook : a complete guide to learning & development in contact centres /
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14. 
Cover image for Managing service operations : design and implementation
Managing service operations : design and implementation
by 
Hollins, Bill.
Table of contents http://catdir.loc.gov/catdir/enhancements/fy0666/2006927097-t.html
Publisher description http://catdir.loc.gov/catdir/enhancements/fy0666/2006927097-d.html
Format: 
Books
Publication Date 
2006
Excerpt: 
Managing service operations : design and implementation / Hollins, Bill.
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