@book{204786,
	author = {Anton, Jon. and Bapat, Vivek, and ebrary, Inc.},
	title = {Call center performance enhancement using simulation and modeling},
	publisher = {Ichor Business Books,},
	year = {c1999.},
	series = {Customer access management},
	address = {West Lafayette, Ind. :},
	url = {http://site.ebrary.com/lib/rucke/Doc?id=10106693}
}