000 00303nam a2200121Ia 4500
008 240531s9999 xx 000 0 und d
020 _a978 0 435 45561 3
082 _a651 73BOW
100 _aBowen,keith.
245 0 _aCall handling operations.
260 _aLondon
_b Heinemann. 2002.
942 _cANF
999 _c306343
_d306343