TY  - BOOK
AU  - Fluss, Donna.
TI  - The real-time contact center
SN  - 9788120337541
U1  - 658.812 
PY  - 2009///
CY  - New Delhi 
PB  - PHI Learning 
KW  - Call centers
KW  - Management
KW  - Computer network resources
KW  - Customer services
N1  - 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
ER  -