Customer Service Over the Phone : Techniques and Technology for Handling Customers Over the Phone
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Bill Glover
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Frank (Research Affiliate, Massachusetts Institute of Technol Bentley
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Tarleton (Principal Research at Microsoft Research, New Eng Gillespie
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Annabel Dodd
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Robert J. Bartz
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Nick Dossis
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Glen Ballou
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Mark Denny
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Chris Minnick
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