Title	The impact of CRM Dimensions on Call Center Performance
Author	Aliyu Olayemi Abdullateef, Sany Sanuri Mohd Mokhtar, Rushami Zien Yusoff
Citation	Vol. 10  No. 12  pp. 184-194
Keywords	CRM, contact centers, call centers, perceived service quality, first call resolution, inbound, caller satisfaction

Title	Optimization of MIMO- FFT based OFDM system performance with minimum BER
Author	M.P.Chitra, S.K. Srivatsa
Citation	Vol. 10  No. 12  pp. 178-183
Keywords	Multi-Input Multi Output (MIMO), orthogonal frequency division multiplexing (OFDM), Bit error rate (BER), signals to noise ratio (SNR), Single input single output (SISO), Space time block code (STBC)

Title	A Model for Value Based Requirement Engineering
Author	Sk. Nahid Hasan, Mohammad Shabbir Hasan, Abdullah Al Mahmood, Jahangir Alam
Citation	Vol. 10  No. 12  pp. 171-177
Keywords	Value Based Requirement Engineering, Product Value, Business Value, Project Value

Title	Design of a Prototype Serial-USB Converter
Author	Candelario Pinto, Erik Patr?n, Raciel Poot, Erika Llanes, Victor Chi, Lizzie Narv?ez
Citation	Vol. 10  No. 12  pp. 164-170
Keywords	RS-232 Protocol, USB Protocol, PIC18F4550, MAX232, MPLAB