Call Center Key Performance Indicators and Customer Satisfaction. - Luiz Antonio Joia; Alexandre Ferreira Oliveira (AMCIS, 2010)

Call Center Operational Performance Indicators and Customer Satisfaction: An Explanatory-Exploratory Investigation. - Alexandre Ferreira Oliveira; Luiz Antonio Joia (Int. J. Inf. Syst. Serv. Sect., 2011)