@book{CeglarekRothe2002,
  author    = {Ceglarek, Petra and Rothe, Heinz-J{\"u}rgen},
  title     = {Wissensmanagement im Call Center},
  series = {CCall Report},
  volume    = {16},
  journal   = {CCall Report},
  publisher = {Verwaltungs-Berufsgenossenschaft},
  address   = {Hamburg},
  year      = {2002},
  language  = {de}
}