TY  - BOOK
AU  - Bergevin, Real., 
AU  -  Kinder, Afshan., Siegel, Winston.etl…
TI  - Call centers for dummies
SN  - 9780470677438
U1  - 420 BER 
PY  - 2010///
CY  - Canada
PB  - John Wiley & Sons, Ltd
ER  -