POLINOVÁ, Lenka - BAROŇÁK, Ivan. The Present Contact Centers. In New Information and Multimedia Technologies. NIMT - 2011 : Brno, Czech Republic, 15.-16.9.2011. Brno : Brno University of Technology, 2011, s.31-35. ISBN 978-80-214-4241-2. E*779/16/2011 - C1