1. Gilmore, A.: Call Center Management: Is Service Quality a Priority. Managing Service Quality 11(3), 153–159
2. Parasuraman, A.: Service Quality and Productivity: a Synergistic Perspective. Managing Service Quality 12(1), 6–9
3. Altitude Software, Improving Agent Performance While Maintaining High Level of Motivation (September 2002),
http://www.realmarket.com/required/altitude1.pdf
(access date: April 2003)
4. Neustein, A.: Building Natural Language Intelligence into Voice-Based Applications (July 2002),
http://www.speechtechmag.com/issues/7_4/cover/915-1.html
(access date: April 2003)
5. Sims, D.: What Is CRM (2000),
http://www.crmguru.com
(access date: April 2003)