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ABSTRACT
<p>Companies are integrating systems so that the same customer service representatives can serve both Web and phone-based customers.</p>
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CITATION
Denise M. Bevilacqua Masi, Martin J. Fischer, Howard G. Bernett, "Blended Call Center Performance Analysis", IT Professional, vol. 4, no. , pp. 33-38, March/April 2002, doi:10.1109/MITP.2002.1000458
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