| title | ISBN-13 (ISBN-10) | year of publica- tion | other author(s) |
|---|---|---|---|
| Be the Best Agent Ever: Call Centers, Contact Centers and Multimedia Centers | 978-0-13-183790-4 (0-13-183790-7) | 2006 | Natalie L. Petouhoff · Lisa M. Schwartz |
| Reinventing Your Contact Center: A Manager's Guide to Successful Multi-Channel CRM | 978-0-13-183789-8 (0-13-183789-3) | 2006 | Lisa M. Schwartz · Natalie L. Petouhoff |