1. An exploration of managerial issues in contact centers;Armistead;Managing Service Quality,2002
2. Taylorism, targets and the pursuit of quantity and quality by call center management;Bain;New Technology, Work and Employment,2002
3. Privacy-preserving speech analytics for automatic assessment of student collaboration;Bassiou,2016
4. Managing customer services: Human resource practices, quit rates and sales growth;Batt;Academy of Management Journal,2002
5. Smiling down the phone: Women’s work in telephone contact centers;Belt,1999