000			00480nam a2200133Ia 4500
008			211224s9999 xx 000 0 und d
020			_a9780750676847
082			_a658.812 BUT
100			_aButler, David L
245		0	_aBottom-line call center management : creating a culture of accountability and excellent customer service
260			_aAmsterdam ; Boston: _bElsevier Butterworth-Heinemann, _c2004
300			_axxi, 179 p. : ill. ; 23 cm.
650			_aCall centers - Management
999			_c33456 _d33456