Good management is dependent on having teams of knowledgeable, dedicated and capable employees who can work collaboratively and harmoniously together to achieve a company"s and clients" goals. This should be within a framework that has form and structure. Thus, the basis for a fused contact-center, i.e., all activities such as incident management, problem management, capacity planning, metrics, security, etc. are fused from a business perspective. This book is an introduction to help readers understand practical topics, working together, and following Best Practices. These elements are essential in environments whose role is to be "a one-stop center for information and problem resolution." A contact-center fulfils this role and is considered the "nimble nerve-center" of an organization. Many traditional areas are covered such as Risk Management, Security, Auditing, Soft skills, Metrics, etc. but so are topical areas such as Capability Maturity Model Integration (CMMI), Cloud Computing, Virtualization, Greening and Vulnerability Management. Because of its universality, the book will appeal to Auditors, ICT Specialists, students, general management and, of course, staffs" who are contact-center centric.