Title	An Empirical Analysis on the Operational Efficiency of CRM Call Centers in Korea
Author	SoonHoo So
Citation	Vol. 7  No. 12  pp. 171-178
Keywords	Call Center, Operational Efficiency, Key Performance Indicators, Caller Satisfaction, DEA, CRM, Business Process Outsourcing

Title	Evaluation of Existing Group Awareness Mechanisms in a Real-time Distributed Collaborative Writing System
Author	Ahmedul Islam, Gitesh K. Raikundalia
Citation	Vol. 7  No. 12  pp. 161-170
Keywords	Group awareness, awareness mechanism, collaborative document writing

Title	Enhanced Double Weight Code Implementation in Multi-Rate Transmission
Author	Feras N. Hasoon, S. A. Aljunid, M.S. Anuar, Mohammad K. A, Sahbudin Shaari
Citation	Vol. 7  No. 12  pp. 156-160
Keywords	SAC-OCDMA, Double Weight (DW) code, Enhanced Double Weight (EDW) code

Title	Token Based Load Balancing in Case of Process Thrashing
Author	P.Neelakantan, M.M.Naidu
Citation	Vol. 7  No. 12  pp. 152-155
Keywords	Process thrashing, Load balancing, TBLB algorithm, Scheduling