Today's support operations face greater responsibilities than the help desks of the 1990s. That's because customers expect 24x7 assistance on whatever channel t

Designing the Best Call Center for Your Business examines all key aspects of opening and expanding a live agent call center, with in-depth coverage on facilitie

Please note this is a Short Discount publication. This report covers the concept, status, and implementation of the IBM Information Network, IIN, IBM appears to

Extensively examining IP telephony from the service provider's perspective, this book addresses the problems and possibilities associated with the future of tel