MLA
Downing, Joe. "Why First-Level Call Center Technicians Need Knowledge Management Tools." Strategic Knowledge Management in Multinational Organizations, edited by Kevin O'Sullivan, IGI Global, 2008, pp. 53-62. https://doi.org/10.4018/978-1-59904-630-3.ch004
APA
Downing, J. (2008). Why First-Level Call Center Technicians Need Knowledge Management Tools. In K. O'Sullivan (Ed.), Strategic Knowledge Management in Multinational Organizations (pp. 53-62). IGI Global. https://doi.org/10.4018/978-1-59904-630-3.ch004
Chicago
Downing, Joe. "Why First-Level Call Center Technicians Need Knowledge Management Tools." In Strategic Knowledge Management in Multinational Organizations, edited by Kevin O'Sullivan, 53-62. Hershey, PA: IGI Global, 2008. https://doi.org/10.4018/978-1-59904-630-3.ch004
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