@book{53221,
	author = {D'Ausilio, Rosanne, and ebrary, Inc.},
	title = {Wake up your call center},
	publisher = {Ichor Business Books,},
	year = {c2005.},
	series = {Customer access management},
	address = {West Lafayette, Ind. :},
	edition = {4th ed.},
	url = {http://site.ebrary.com/lib/rucke/Doc?id=10091257}
}