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