L.P. · N.P. · Natalie L. Petouhoff PH.D.
| 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 | Lisa M. Schwartz · Lana M. Ruffins |
| Customer Relationship Management: The Bottom Line to Optimizing Your ROI | 978-0-13-099069-3 (0-13-099069-8) | 2002 | Jon Anton |
| 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 · Lana M. Ruffins |