Instruct: Classify Amazon reviews into positive or negative sentiment
Query: Essential book for Contact Center leaders!

I have what I feel is a pretty extensive contact center reference library that I have accumulated over the past 15 years, ranging from call center design, CRM, CTI, speech recognition, benchmarking, telecom, etc. By far, the Call Center Technology Demystified book is THE book that I find myself referring to most often. Besides the holistic view of the contact center technologies, I have found the sections on Building a Customer Contact Technology Strategy and Information and Applications Bring CRM Strategies to Life sections to be valuable every day, every project. Great diagrams and charts add tremendous value to the clear and concise writing. This is also a book that will stand the test of time; the principles surrounding business drivers and the realistic expectations regarding CRM will provide value to contact center strategists for many years.