@book{204789,
	author = {Anton, Jon. and Gustin, David, and ebrary, Inc.},
	title = {Call center benchmarking},
	publisher = {Ichor Business Books/Purdue University Press,},
	year = {c2000.},
	series = {Customer access management},
	address = {West Lafayette, Ind. :},
	url = {http://site.ebrary.com/lib/rucke/Doc?id=10106696}
}