TY  - BOOK
AU  - Wilson, John P.
TI  - Call centre training handbook: a complete guide to learning & development in contact centres
SN  - 9780749456832
U1  - 658.3124  WIL-C 
PY  - 2009///
CY  - Delhi
PB  - Kogan Page
KW  - Customer services--Management; Training
ER  -