000 00310nam a2200097Ia 4500
082 _a658.5|HOFF
245 0 _aOperations & management principles for contact centres
100 _a Hoffmann, Esther C. Cape Town, South Africa, [c.2007]
_970827
942 _cBK
008 210817s9999 xx 000 0 und d
999 _c230149
_d230147