Machinery in the new factories: interaction and technology in a bank's telephone call centre

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Authors: John Bowers Centre for User-Oriented IT-Design (CID), Royal Institute of Technology (KTH), Stockholm, Sweden
David Martin Departments of Computer Science and Psychology, University of Manchester, UK
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· Proceeding
CSCW '00 Proceedings of the 2000 ACM conference on Computer supported cooperative work
Pages 49-58
ACM New York, NY, USA ©2000
table of contents ISBN:1-58113-222-0 doi>10.1145/358916.358952
Machinery in the new factories: interaction and technology in a bank's telephone call centre Published by ACM 2000 Article
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