Fluss, Donna <br/><br/>
The real-time contact center 
Donna Fluss 
 - New Delhi  PHI Learning  2009 
 - xv, 221 p. : ill. ; 23 cm 
<br/><br/> Includes bibliographical references and index 
<br/><br/><label>ISBN: </label>9788120337541 
<br/><br/><label>ISSN: </label>2005004120 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Call centers - Computer network resources<br/>Call centers - Management<br/>Customer services - Management
<br/><br/><label>Dewey Class. No.: </label>658.812 FLU