Title	Providing QoS Mapping Rule using Data mining techniques
Author	Laila Fetjah, Abderrahim Sekkaki
Citation	Vol. 7  No. 12  pp. 201-206
Keywords	VoD, QoS mapping, QoS monitoring, Data mining

Title	Classical and Incremental Classification in Data Mining Process
Author	Ahmed Sultan Al-Hegami
Citation	Vol. 7  No. 12  pp. 179-187
Keywords	Knowledge Discovery in Databases (KDD), Data Mining, Incremental Classifier, Decision Tree, Pruning Technique, Splitting Technique

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