APA (7th ed.) Citation

Carlaw, M. (2003). Managing and motivating contact center employees: Tools and techniques for inspiring outstanding performance from your frontline staff. McGraw-Hill.

Chicago Style (17th ed.) Citation

Carlaw, Malcolm. Managing and Motivating Contact Center Employees: Tools and Techniques for Inspiring Outstanding Performance from Your Frontline Staff. New York, NY: McGraw-Hill, 2003.

MLA (8th ed.) Citation

Carlaw, Malcolm. Managing and Motivating Contact Center Employees: Tools and Techniques for Inspiring Outstanding Performance from Your Frontline Staff. McGraw-Hill, 2003.