“How am I Doing?”: A New Framework to Effectively Measure the Performance of Automated Customer Care Contact Centers
Advances in Speech Recognition, p.155-179Springer Science+Business Media, LLC 2010 ;ISBN: 1441959505 ;ISBN: 9781441959508 ;EISBN: 9781441959515 ;EISBN: 1441959513 ;DOI: 10.1007/978-1-4419-5951-5_7
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