Drawing on the enormous experience and expertise of the contributors, who are all renowned in their fields. The third edition has been reorganized according to

This Handbook was the first APM Body of Knowledge Approved title for the Association for Project Management. Over the course of five editions, Gower Handbook of

The ability to build and also maintain a world class logistics and distribution network is an essential ingredient in the success of the world's leading busines

This handbook provides an important tool in understanding and dealing with a wide range of management issues in call centres and contact centres.