@inproceedings{HCI-EI-1999-RistimakiLH,
	author        = "T. Ristimäki and Tuula Leino and P. Huuhtanen",
	booktitle     = "{Proceedings of the Eighth International Conference on Human-Computer Interaction. Volume 1: Ergonomics and User Interfaces}",
	isbn          = "0-8058-3391-9",
	pages         = "6--10",
	publisher     = "{Lawrence Erlbaum}",
	title         = "{Implementation of Information Technology in Call Centers}",
	year          = 1999,
}