@book{214236,
	author = {Fluss, Donna. and ebrary, Inc.},
	title = {The real-time contact center},
	publisher = {AMACOM Books,},
	year = {c2005.},
	address = {New York, NY :},
	edition = {1st ed.},
	url = {http://site.ebrary.com/lib/rucke/Doc?id=10120156}
}