@incollection{Heras131646,
   author = "S. Heras and J. Jordán and V. Botti and V. Julian",
   title = "{A}rguing to {S}upport {C}ustomers: the {C}all {C}entre {S}tudy {C}ase",
   booktitle = "Agreement Technologies",
   year = "2013",
   publisher = "Springer",
   pages = "507--527",
   isbn = "978-94-007-5582-6"
}