Peggy Szymanski, Luke D. Plurkowski, Patricia Swenton-Wall, Jennifer Englert. How can I help you today?: the knowledge work of call center agents. In Jesper Simonsen, Kim Halskov, editors, 12th Participatory Design Conference, PDC '12, Roskilde, Denmark, August 12-16, 2012, Exploratory Papers, Workshop Descriptions, Industry Cases, Volume 2. pages 137-140, ACM, 2012. [doi]
@inproceedings{SzymanskiPSE12,
title = {How can I help you today?: the knowledge work of call center agents},
author = {Peggy Szymanski and Luke D. Plurkowski and Patricia Swenton-Wall and Jennifer Englert},
year = {2012},
doi = {10.1145/2348144.2348188},
url = {http://doi.acm.org/10.1145/2348144.2348188},
researchr = {https://researchr.org/publication/SzymanskiPSE12},
cites = {0},
citedby = {0},
pages = {137-140},
booktitle = {12th Participatory Design Conference, PDC '12, Roskilde, Denmark, August 12-16, 2012, Exploratory Papers, Workshop Descriptions, Industry Cases, Volume 2},
editor = {Jesper Simonsen and Kim Halskov},
publisher = {ACM},
isbn = {978-1-4503-1296-7},
}