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Keywords: Automated call distribution
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Journal Articles
Journal:
Information Technology & People
Information Technology & People (2011) 24 (4): 336–361.
Published: 15 November 2011
... and the technology – including automated call distribution, computer telephony integration and e‐mail – are found to be important productivity enhancers Research limitations/implications Perceptual measures when used are based on single items. Practical implications The findings confirm the paramount impact...
