@ARTICLE{
author={Stojanovic Mirjana D,Vukasinovic Marijana M,Radonjic-Djogatovic Vesna M},
year={2015},
title={Approaches to Quality of Experience Management in the Future Internet},
journal={2015 12TH INTERNATIONAL CONFERENCE ON TELECOMMUNICATIONS IN MODERN SATELLITE, CABLE AND BROADCASTING SERVICES (TELSIKS)},
volume={},
number={},
pages={281-288},
document_type={Proceedings Paper},
} 

@ARTICLE{
author={Leposavic Zorica,Vukasinovic Marijana M},
year={2015},
title={Parameters of Efficiency of Contact Center},
journal={2015 23RD TELECOMMUNICATIONS FORUM TELFOR (TELFOR)},
volume={},
number={},
pages={33-36},
document_type={Proceedings Paper},
}