Yolanda A. Rankin

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Martin, Aqueasha M., Rankin, Yolanda A., Bolinger, Joe (2011): Client TouchPoint modeling: understanding client interactions in the context of service de. In: Proceedings of ACM CHI 2011 Conference on Human Factors in Computing Systems , 2011, . pp. 979-982. http://dx.doi.org/10.1145/1978942.1979087

Thomas, Jakita O., Rankin, Yolanda A., Boyette, Neil (2009): Self service technologies: eliminating pain points of traditional call centers. In: Proceedings of the 2009 Symposium on Computer Human Interaction for the Management of Information Technology , 2009, . pp. 9. http://dx.doi.org/10.1145/1641587.1641596