Call Centers No 114, 2002/4 - pagesPages 9 to 19PresentationBy Patrice Flichy, Philippe ZarifianPages 23 to 50Bank and Insurance Company Call CentersBy Chantal CossalterPages 51 to 90The Impossibility of Evaluating Telemarketers' WorkBy Christine JaegerPages 91 to 117Relations to Productivity and Definitions of Provided ServiceBy Isabel GeorgesPages 119 to 151The Evolution of Travel Agency Call Centers and the InternetBy Christian LicoppePages 153 to 177From the Status of Reservation Agent to that of Customer AdviserBy Céline MounierPages 181 to 214The Continuous Information EconomyBy Dominique Marchetti, Olivier BaisnéePages 215 to 247Me, Us, and the GameBy Alexandre LargierPages 249 to 286The Medical Internet and Patients' Consumption of InformationBy Hervé NabarettePages 287 to 299Reviews
