Special discounts on bulk quantities of AMACOM books are available to corporations, professional associations, and other organizations. For details, contact Special Sales Department, AMACOM, a division of American Management Association, 1601 Broadway, New York, NY 10019 Tel.: 212-903-8316. Fax: 212-903-8083 Web Site: www.amacombooks.org This publication is designed to provide accurate and authoritative information in regard to the subject matter covered. It is sold with the understanding that the publisher is not engaged in rendering legal, accounting, or other professional service. If legal advice or other expert assistance is required, the services of a competent professional person should be sought. Library of Congress Cataloging-in-Publication Data Fluss, Donna. The real-time contact center: strategies, tactics, and technologies for building a profitable service and sales operation / Donna Fluss. -- 1st ed. p. cm. Includes bibliographical references and index. ISBN 0-8144-7256-7