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Library of Congress Cataloging-in-Publication Data

Sharp, Duane E.  Call Center handbook / Duane E. Sharp.    p. cm.  Includes bibliographical references and index.

HE8788, S53 2003

658.8'12 dc21 2003043821

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This book is dedicated to my wife Myrna; my children Heidi, Brett, and Dana; and my grandchildren Tara, Adam, and...