Tamara J. Erickson, Task, Not Time: Profile of a Gen Y Job, Harvard Business Review (Feb. 2008).
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Diane Brady & Jena McGregor, «Customer Service Champs,» BusinessWeek (2 March 2009).
73
Martha Frase-Blunt, «Call Centers Come Home,» HR Magazine (January 2007); Ann Bednarz, «Call centers are heading for home,» Network World (30 January 2006).
