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Hi, I wanted to tell you about the book: Operations & Management Principles For Contact Centres [with Cdrom] by Dennis Farrell, Esther Hoffmann & Neil Lilford. http://www.boeklezers.com/boeken/Operations+_+Management+Principles+For+Contact+Centres+%5Bwith+Cdrom%5D/9780702177040 Kind regards,
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