Aylin Koca, Aarnout Brombacher. Extracting broken expectations from call center records: ::::why:::: and ::::how::::. In Mary Czerwinski, Arnold M. Lund, Desney S. Tan, editors, Extended Abstracts Proceedings of the 2008 Conference on Human Factors in Computing Systems, CHI 2008, Florence, Italy, April 5-10, 2008. pages 2985-2990, ACM, 2008. [doi]
Abstract is missing.