Toshiya Kondo, Toshio Nishiyama, Hiroshi Kato. Business process management in customer contact services. In Shaygan Kheradpir, editor, 1998 Network Operations and Management Symposium, NOMS 98, New Orleans, LA, USA, February 15-20, 1998. Proceedings. pages 493-502, IEEE, 1998. [doi]
Abstract is missing.