Knowledge Management in Public Web Call Centres.

Vincenzo Ambriola Silvia Bertagnini Letizia Pratesi Knowledge Management in Public Web Call Centres. 192-202 2003 conf/kmgov/2003 KMGov http://link.springer.de/link/service/series/0558/bibs/2645/26450192.htm db/conf/kmgov/kmgov2003.html#AmbriolaBP03