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"A Knowledge Infrastructure Hierarchy Model for Call-Centre Processes."
Greg Timbrell et al. (2005)
- Greg Timbrell, Stefan Koller, Nev Schefe, Stefanie N. Lindstaedt:
A Knowledge Infrastructure Hierarchy Model for Call-Centre Processes. J. Univers. Comput. Sci. 11(4): 546-564 (2005)
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