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01206cam a22003254a 4500 001 F248B53A2AFC11DE9D8A7A07A8D7520A 005 200904162207.0 008 000225s2000 inua b 001 0 eng 010 $a 00027224 020 $a 9781557532152 (alk. paper) 020 $a 155753215X (alk. paper) 035 $a (OCoLC)43567444 040 $a DLC $c DLC $d SILO $d UMC $d NIU $d SILO 050 00 $a HG1616.C29 $b A57 2000 082 00 $a 658.8/12 $2 21 100 1 $a Anton, Jon. 245 1 $a Call center benchmarking : $b how good is "good enough?" / $c by Jon Anton and David Gustin ; assisted by Stijn Spit. 260 $a West Lafayette, Ind. : $b Ichor Business Books, $c c2000. 300 $a viii, 84 p. : $b ill. ; $c 23 cm. 440 0 $a Customer access management 504 $a Includes bibliographical references (p. 75-76) and index. 650 0 $a Call centers $z United States $x Management. 650 0 $a Benchmarking (Management) $z United States. 700 1 $a Gustin, David, $d 1962- 939 $a 4253159 941 $a 2 952 $l OVUX522 $d 20180109031807.0 956 $a http://locator.silo.lib.ia.us/search.cgi?index_0=id&term_0=F248B53A2AFC11DE9D8A7A07A8D7520A 994 $a 02 $b NIU 952 $l UNUX074 $d 20090701080000.0Initiate Another SILO Locator Search