| title | ISBN-13 (ISBN-10) | year of publica- tion | other author(s) |
|---|---|---|---|
| Managing and Motivating Contact Center Employees: Tools and Techniques for Inspiring Outstanding Performance from Your Frontline Staff | 978-0-07-138888-7 (0-07-138888-5) | 2002 | Malcolm Carlaw · Peggy Carlaw · Vasudha Kathleen Deming |