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Browse Gritt, Peggy 1-3 out of 3 article(s) Title Type Date Words Optimizing agents in an e-services environment: as online services gain momentum, agents play a more critical role than ever. Sep 1, 2005 1903 Seeing the e-services big picture: online self-service can pay huge dividends, but requires more than simple automation. Aug 1, 2005 1424 The elusive achievement of IP contact center ROI: ten reasons why contact centers migrating to IP telephony don't hit their ROI projections--and what you can do about it. Jun 1, 2005 1433

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