TY  - BOOK
AU  - Waite, Andrew J
TI  - A practical guide to call center technology
SN  - 9781578200948
U1  - 658.84 WAI 
PY  - 2001///
CY  - Gilroy, CA
PB  - Berkeley, CA, cm.P Books ; Distributed to the book trade in U.S. and Canada by Publishers Group West
KW  - Call centers - Management
ER  -