| Journal Call no. | QA75.5.I8 |
|---|---|
| Author | Poon, John. |
| Article Title | Shell finds strategic value in Call Centre / John Poon. |
| Is Part Of | The IT magazine ; Oct 1997, p.20-23, illus. |
| Abstract | This article features how Shell has improved its customer service through the implementation of a CTI (Computer Telephony Integration ) Customer Services Centre. |