Gaya APA

Dawson, K. (1998). The Call Center Handbook; the complete guide to starting,running and improving your call center (Ed. 2). New York: Telecom books and Flatiron publishing.

Gaya MLA

Dawson, Keith. "The Call Center Handbook; the complete guide to starting,running and improving your call center". Ed. 2 New York: Telecom books and Flatiron publishing, 1998. Text.