Fluss, Donna <br/><br/>
Real-time contact center 

 - New Delhi  PHI Learning  2009 
 - xv, 221p: ill  
<br/><br/> Includes index 
<br/><br/><label>ISBN: </label>9788120337541 
<br/><br/><label>Subjects--Topical Terms: </label><br/>E-Mail customer service<br/>E-service modules<br/>Performance management  Real-time contact centers<br/>Productivity and quality enhancement systems<br/>Quality management<br/>Real-time contact center<br/>Real-time enterprises<br/>Sales and marketing  Real-time contact center<br/>Speech recognition  Return on investment