Quality Management Strategies for Improving Customer Call Centre Management

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Gapp, Rod
Ryan-Novicky, Belinda
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Gapp, Rod P.
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Samual H.K. Ho and John Dalrymple

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2002
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Melbourne

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Change Management: proceedings of the 7th international conference on ISO 9000 & TQM (7-ICIT)

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http://hdl.handle.net/10072/1589
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