This is a practical book on call center management published by the Japan Management Association Management Center. It is richly illustrated and provides a very easy-to-understand summary of organizational changes, challenges in contact centers, and advanced initiatives. [Book Condition] I received this book previously, but I no longer need it, so I am selling it. As it is a fairly old book, there is some yellowing (discoloration) and minor scratches due to aging. I checked the contents, and I did not find any major tears or writing that would interfere with reading. (※Please forgive any oversights as this is a personal inspection) [Recommended for:] Those in management positions at call centers Those looking for materials for new employee training and organizational management Those who want to relearn the basics of the practice systematically [Shipping] I will carefully pack and ship via Yu-Packet Post (anonymous shipping). Although it has been some years since its publication, it is a good book packed with essential content that is still relevant today. Please consider it at this opportunity. Immediate purchase is welcome!