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Title: Great teaching material.
Review: At Niagara College, we use this book to train future call centre professionals. Once hired, our graduates have told us they continually turn to this book to gain the expertise needed to solve day-to-day issues. The book not only deals with technical issues such as service level, the technology needed, etc., but it does not forget the human aspect of managing. I consider this book a must for every call centre professional.
