Fluss, Donna <br/><br/>
The real-time contact center/ 
Donna Fluss 
 - New Delhi :  PHI Learning,  2009 
 - xv, 221 p. :  ill. ;  24 cm. 
<br/><br/> Includes index 
<br/><br/><label>ISBN: </label>978812037541 (pbk)  Rs. 325.00 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Call centers--Management<br/>Call centers--Computer network resources<br/>Customer services--Management
<br/><br/><label>Dewey Class. No.: </label>658.872