@mastersthesis{Riedl2020,
  author      = {Kerstin Riedl},
  title       = {Digital Contact Center Score Card},
  type        = {masterthesis},
  pages       = {iii, 169},
  school      = {FH CAMPUS 02 (CAMPUS 02 Fachhochschule der Wirtschaft)},
  year        = {2020},
}