Gender and experiences of retaliation by Kely César Martins de Paiva, Hélio Arthur Reis Irigaray, Mariana Branquinho Macedo, Jesuína Maria Pereira Ferreira, Gizelle Souza Mageste, Michelle Regina Santana Dutra

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Research and Design of Distributed Parallel Processing Cloud CTI System Architecture by Qing Li, Wenhong Zhou

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A Dynamic Allocation Method on Virtual Resource in Cloud Call Center by Ying Ling, Wei Xu

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Study and Design for Cloud Call Center Architecture by Zhehong Tang, Qing Li, Shaomin Wang

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Emotion Recognition on Turkish Mobile Operator Turkcell’s Call Center Calls by Tekin Altun, Hüseyin Tiryaki, Hüseyin Demirci, Yüksel Yurtay

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The organizational challenges of municipal call centers as a health service in Norway-a multiple case study by Linda Grøndal-Eeles, Janne Dugstad, Hilde Eide, Etty Nilsen

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Développement de l’activité et travail d’articulation : le cas d’un centre d’appels médico-social by Maria Ianeva, Jacqueline Vacherand-Revel

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Agir en compétence dans les centres d’appels : dilemmes entre emploi, travail et santé by Simone Santos Oliveira, Jussara Brito, Marianne Lacomblez

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Téléconseillers et community managers : quelles professionnalités pour la médiation entreprise-publics à l’heure du numérique? by Fabien Bonnet

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Systematic construction of operator’s intelligent customer service by Bin DONG

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HİZMET İŞLETMELERİNDE ÇAĞRI MERKEZİ VE BEKLEME HATTI UYGULAMALARINA TÜKETİCİ ODAKLI BİR YAKLAŞIM by Ercan Çiçek, Kalender Özcan Atılgan

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İkna Yoluyla Dolandırıcılık: Dolandırıcılık Faaliyetlerinde İkna ve Etkili İletişim Yöntemlerinin Tespiti Üzerine Bir Araştırma by Atalay Bahar

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LİDER-ÜYE ETKİLEŞİMİNİN TÜKENMİŞLİK DUYGUSUNA ETKİSİ: ÇAĞRI MERKEZLERİNDE ÇALIŞAN MÜŞTERİ TEMSİLCİLERİ ÜZERİNDE BİR ARAŞTIRMA by Mehmet Cıranoğlu

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