Fluss, Donna. creator text bibliography nyu New Delhi PHI Learning 2009 2005 monographic eng

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xv, 221 p. : ill. ; 24cm(pbk) 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 by Donna Fluss Includes bibliographical references and index. Call centers Management Call centers Computer network resources Customer services Management 658.812 9788120337541 ENG-94154 DBAD / PUB dpl 050211 20090620140157.0 English