The influence of technology on the performance of Brazilian call centers . Journal of Information Systems and Technology Management, [S. l.], v. 7, n. 2, p. 335–352, 2010. DOI: 10.4301/S1807-17752010000200005. Disponível em: https://revistas.usp.br/jistem/article/view/12864.. Acesso em: 5 may. 2024.