@inproceedings{HCI-CCAD-1999-Hampe,
	author        = "J. Felix Hampe",
	booktitle     = "{Proceedings of the Eighth International Conference on Human-Computer Interaction. Volume 2: Communication, Cooperation, and Application Design}",
	isbn          = "0-8058-3392-7",
	pages         = "1316--1320",
	publisher     = "{Lawrence Erlbaum}",
	title         = "{Call center: technical and organizational challenges}",
	year          = 1999,
}