01272cam a22002774a 4500 20090620140157.0 050211s2005 nyua b 001 0 eng ENG-94154 9788120337541 325.00 EN-77687 DBAD / PUB dpl English 658.812 Fluss, Donna. The real-time contact center / by Donna Fluss New Delhi PHI Learning 2009 M-97 Connaught Circus New Delhi 110001 xv, 221 p. : ill. ; 24cm(pbk) Includes bibliographical references and index. Transforming contact centers into real-time enterprises -- The development of the real-time contact center -- Contact center infrastructure -- The power of speech recognition for self-service -- Designing, building, and maintaining a vibrant eService stra Call centers Management. Call centers Computer network resources. Customer services Management. ddc EN 658.812 FLU 27691 27691 0 0 ddc 0 1 NFIC DBAD DBAD 2009-06-20 DBAD / PUB 325.00 0 658.812 FLU EN-77687 2009-06-20 00:00:00 1 325.00 2009-06-20 EN