Gaya APA

Fluss, D. (2005). The real-time contact center : strategies, tactics, and technologies for building a profitable service and sales oepration (1 st Ed.). Hoboken, NJ: American Management Association.

Gaya MLA

Fluss, Donna. "The real-time contact center : strategies, tactics, and technologies for building a profitable service and sales oepration". 1 st Ed. Hoboken, NJ: American Management Association, 2005. Text.