@article{387256,
      recid = {387256},
      author = {Fluss, Donna.},
      title = {The real-time contact center/},
      publisher = {AMACOM Books,},
      address = {New York, NY :},
      pages = {xv, 221 p. :},
      year = {2005},
      url = {http://library.usi.edu/record/387256},
}