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Issue No.02 - March/April (2002 vol.4)
pp: 33-38
<p>Companies are integrating systems so that the same customer service representatives can serve both Web and phone-based customers.</p>
Howard G. Bernett, Martin J. Fischer, Denise M. Bevilacqua Masi, "Blended Call Center Performance Analysis", IT Professional, vol.4, no. 2, pp. 33-38, March/April 2002, doi:10.1109/MITP.2002.1000458
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