Multi-Skill Call Center as a Grading from Old Telephony

Manfred Schneps-Schneppe, Janis Sedols. Multi-Skill Call Center as a Grading from Old Telephony. In Sergey Balandin, Dmitri Moltchanov, Yevgeni Koucheryavy, editors, Smart Spaces and Next Generation Wired/Wireless Networking, 9th International Conference, NEW2AN 2009 and Second Conference on Smart Spaces, ruSMART 2009, St. Petersburg, Russia, September 15-18, 2009. Proceedings. Volume 5764 of Lecture Notes in Computer Science, pages 154-167, Springer, 2009. [doi]

Abstract

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