Fluss, D. (2005). The real-time contact center. AMACOM Books.
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Citação norma Chicago
Fluss, Donna. The Real-time Contact Center. New York, NY: AMACOM Books, 2005.
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Citação norma MLA
Fluss, Donna. The Real-time Contact Center. AMACOM Books, 2005.
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Nota: a formatação da citação pode não corresponder 100% ao definido pela respectiva norma.