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Helber, S.; Stolletz, R.: Call Center Management in der Praxis : Strukturen und Prozesse betriebswirtschaftlich optimieren (2004)
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Rösch, H.: Digital Reference : Bibliothekarische Auskunft und Informationsvermittlung im Web (2003)
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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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Shih, Y.-F.; Alessi, S.M.: Effects of text versus voice on learning in multimedia courseware (1996)
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Burnett, K.: Multimedia and historical bibliography : new face or just another face-lift? (1993)
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