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Mautrich, M.: ¬Die Call Center-Euphorie : eine echte Chance für verbesserte und neue Dienstleistungen der Informationsspezialisten? (2000)
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Hartmann, S.: Inhaltliche Erschließung einer Call-Center-Datenbank : Konzeptentwicklung für die Kundentelefon-Wissensdatenbank der Deutschen Post AG (KT-WEB 2.0) (2005)
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Hermans, J.: Ontologiebasiertes Information Retrieval für das Wissensmanagement (2008)
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Lackes, R.; Tillmanns, C.: Data Mining für die Unternehmenspraxis : Entscheidungshilfen und Fallstudien mit führenden Softwarelösungen (2006)
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Erbach, G.: Sprachdialogsysteme für Telefondienste : Stand der Technik und zukünftige Entwicklungen (2000)
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