TY  - BOOK
AU  - Fluss, Donna
TI  - The real-time contact center
SN  - 9788120337541
SN  - 200500412
U1  - 658.812 FLU 
PY  - 2009///
CY  - New Delhi
PB  - PHI Learning
KW  - Call centers - Computer network resources
KW  - Call centers - Management
KW  - Customer services - Management
N1  - Includes bibliographical references and index
ER  -