Manish Bhide, Sumit Negi, L. Venkata Subramaniam, Himanshu Gupta. Customer-focused service management for contact centers. IBM Journal of Research and Development, 53(6):9, 2009. [doi]
@article{BhideNSG09,
title = {Customer-focused service management for contact centers},
author = {Manish Bhide and Sumit Negi and L. Venkata Subramaniam and Himanshu Gupta},
year = {2009},
doi = {10.1147/JRD.2009.5429037},
url = {http://dx.doi.org/10.1147/JRD.2009.5429037},
researchr = {https://researchr.org/publication/BhideNSG09},
cites = {0},
citedby = {0},
journal = {IBM Journal of Research and Development},
volume = {53},
number = {6},
pages = {9},
}