Good practice guidelines for the establishment of contact centres [electronic resource].
Scotland.Scottish Executive.
Edinburgh : Scottish Executive,
2003.
Title from title screen.
A version of this document is available on the Internet at: http://www.scotland.gov.uk/library5/finance/gpcc-00.asp
In PDF format.
Call centers
Communication in public administration
Available for use on a standalone workstation within the library for single users. Disc will require installation.