Jakita O. Thomas, Yolanda A. Rankin, Neil Boyette. Self service technologies: eliminating pain points of traditional call centers. In Eben M. Haber, Wayne G. Lutters, Wendy T. Lucas, Jhilmil Jain, Kirstie Hawkey, editors, Proceedings of the 3rd ACM Symposium on Computer Human Interaction for Management of Information Technology, CHIMIT 2009, Baltimore, Maryland, USA, November 7-8, 2009. ACM, 2009. [doi]
Abstract is missing.