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Canada. Canada Revenue Agency. Telephone Management Reference Guide. Ottawa: 2004 (revised February 8, 2005).
Canada. Treasury Board of Canada Secretariat. Guidelines for Core Key Performance Indicators: Interim Report on Primary Service Channels. 2004. Retrieved from: /si-as/kpi-icr/interim/interim00-eng.asp.
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Cleveland, B., and J. Mayben. Call Center Management On Fast Forward: Succeeding in Today's Dynamic Inbound Environment. Annapolis, MD: Call Centre Press, 1997.