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.