Kerwin, JB. books & textbook
Call Center Agent Turnover and Retention: The Best of Call Center Management Review
Ahearn, L. Bauer, B. Burchman, S. Kerwin, JB. Carver, J. Cline, M. Hush, S. Kingsland, R. Levin, G. Mayben, J.
ICMI Press (International Customer Management Institute) /2002-08-01 Paperback / 125 Pages
isbn-10: 0970950799 / isbn-13: 9780970950796
