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2005 Customer Service Conference Customer Service Conference: For Service Professionals, Different Fields But Common Concerns CWA Secretary-Treasurer Barbara Easterling's Remarks [Acrobat 418K] Presentation by Professor Rosemary Batt: The Call Center Industry Click through slide show Download Powerpoint presentation [642K] Background Report: Protections Against Abusive Monitoring, Adherence, Sales Quotas [Acrobat 217K]