Citace podle APA (7th ed.)
(2005). First Contact Resolution: John Hancock Signature Services Inc. Case Study. American Productivity & Quality Center (APQC).
Citace podle Chicago (17th ed.)
First Contact Resolution: John Hancock Signature Services Inc. Case Study. American Productivity & Quality Center (APQC), 2005.
Citace podle MLA (9th ed.)
First Contact Resolution: John Hancock Signature Services Inc. Case Study. American Productivity & Quality Center (APQC), 2005.
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