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84 channelmerchant.com/opsandfulfillment/contact_center_metrics_ 112006/. 29. Werner, D., âPerformance Management in Call Centers: Monitor- ing, Coaching and Scoring Agents,â Outsourcing Columns, OKS- Ameridial, Inc. for CRM Exchange; http://www.crmxchange.com/ sessions/outsourcing/sept05.asp. 30. U.S. Department of Transportation, Joint Program Office 511 web page, October 2007; http://www.its.dot.gov/511/511_Deployment_ Coalition.htm. 31. Implementation and Operational Guidelines for 511 Services, Version 3.0, September 2005, 511 Deployment Coalition; http://deploy 511.org/implementationguide.htm. 32. â2-1-1, 5-1-1, and Human Services Transportation,â Federal Transit Administration, December 2004. 33. Arizona Department of Transportation, Public Transportation Divi- sion, October 2007; http://www.azdot.gov/PTD/LakeHavasu.asp. 34. Arizona Department of Transportation, Public Transportation Division, October 2007; http://www.azdot.gov/PTD/PimaCnty.asp. 35. 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Duluth Transit Authority, October 2007; http://www.duluthtran- sit.com/info/generalinfo.aspx; and 2004 National Transit Data- base, Federal Transit Administration; http://www.ntdprogram.gov/ ntdprogram/data.htm#natl. 40. Charlotte Area Transit System, October 2007; http://www.charmeck. org/Departments/CATS/Home.htm; and 2004 National Transit Database, Federal Transit Administration; http://www.ntdprogram. gov/ntdprogram/data.htm#natl. 41. San Diego Metropolitan Transit System, October 2007; http:// www.sdmts.com/MTS/About_MTS.asp; and 2004 National Transit Database, Federal Transit Administration; http://www.ntdprogram. gov/ntdprogram/data.htm#natl. 42. North County Transit District, October 2007; http://www.gonctd. com/about_info.htm; and 2004 National Transit Database, Federal Transit Administration; http://www.ntdprogram.gov/ntdprogram/ data.htm#natl. 43. 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Tri-Rail, October 2007; http://www.tri-rail.com and 2005 National Transit Database, Federal Transit Administration; http://www. ntdprogram.gov/ntdprogram/data.htm#natl. 49. Miami-Dade Transit, October 2007; http://www.miamidade.gov/ transit/ and 2005 National Transit Database, Federal Transit Admi- nistration; http://www.ntdprogram.gov/ntdprogram/data.htm#natl. 50. Alameda-Contra Costa Transit District, October 2007; http://www2. actransit.org/aboutac/factsandfigures.wu?PHPSESSID=21362cb2a 5655a1c6ea0105df67bca79 and 2004 National Transit Database, Federal Transit Administration; http://www.ntdprogram.gov/ ntdprogram/data.htm#natl. 51. San Francisco Bay Area Rapid Transit District, October, 2007; http://www.bart.gov/about/history/history_1.asp and 2004 National Transit Database, Federal Transit Administration; http://www. ntdprogram.gov/ntdprogram/data.htm#natl. 52. San Francisco Municipal Transportation Agency, October 2007; http://www.sfmta.com/cms/ahome/indxabmu.htm and 2004 Na- tional Transit Database, Federal Transit Administration; http:// www.ntdprogram.gov/ntdprogram/data.htm#natl. 53. Santa Clara Valley Transportation Authority, October 2007; http:// www.vta.org/misc/faq.html and 2004 National Transit Database, Federal Transit Administration; http://www.ntdprogram.gov/ntd program/data.htm#natl. 54. Metropolitan Transportation Commission, October 2007; http:// www.mtc.ca.gov/about_mtc/about.htm and 2004 National Tran- sit Database, Federal Transit Administration; http://www.ntd program.gov/ntdprogram/data.htm#natl. 55. â511/SF Muni Real-Time Transit Demonstration Evaluation, Final Evaluation Report,â Metropolitan Transportation Commission, August 2006. 56. 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Ottumwa Transit Authority, October 2007; http://www.ottum watransit.com/ and Iowa Department of Transportation Office of Public Transit, October 2007; http://www.iatransit.com/services/ agency_profile.asp?intAgencyID=150. 62. Tri-County Metropolitan Transit District of Oregon, October 2007; http://www.trimet.org and 2005 National Transit Database, Federal Transit Administration; http://www.ntdprogram.gov/ ntdprogram/data.htm#natl. 63. Burt, M., Cluett, C., Schweiger, C.L., Coogan, M., Easley, R., and Easley, S., TCRP Report 84: e-Transit: Electronic Business Strategies for Public Transportation, vol. 8, Improving Public Transportation Technology Implementations and Anticipating Emerging Technolo- gies, Transportation Research Board of the National Academies, Washington, D.C., 2008.