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Mental load of call centre agents

H.-J. Rothe, A.-M. Metz, M. Degener. Mental load of call centre agents. In Hans-Jörg Bullinger, Jürgen Ziegler, editors, Human-Computer Interaction: Communication, Cooperation, and Application Design, Proceedings of HCI International 99 (the 8th International Conference on Human-Computer Interaction), Munich, Germany, August 22-26, 1999, Volume 2. pages 1321-1326, Lawrence Erlbaum, 1999.

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