GIÃO, Paulo Roberto; MENDES BORINI, Felipe; DE MIRANDA OLIVEIRA JÚNIOR, Moacir. 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://jistem.tecsi.org/index.php/jistem/article/view/10.4301%252FS1807-17752010000200005. Acesso em: 15 aug. 2025.