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This study aims to assess the biodiversity of the study area and estimate the carbon stock of two dry deciduous forest ranges of Banka Forest Division, Bihar, India.

The phytosociological analysis was performed and C stock estimation based on volume determination through nondestructive methods was done.

Phytosociological analysis found total 18,888 [14,893 < 10 cm (diameter at breast height) dbh] and 2,855 (1,783 < 10 cm dbh) individuals at Banka and Bounsi range with basal area of 181,035.00 cm² and 32,743.76 cm², respectively. Importance value index was highest for Shorea robusta in both the ranges. Species diversity index and dominance index, 1.89 and 1.017 at Banka and 1.99 and 5.600 at Bounsi indicated the prevalence of biotic pressure. Decreased dbh and tree height resulted in a lowered growing stock volume as 59,140.40 cm³ ha⁻¹ (Banka) and 71,306.37 cm³ ha⁻¹ (Bounsi). Total C stock at Banka and Bounsi range was 51.8 t ha^-1 and 12.56 t ha⁻¹, respectively where the highest C stock is recorded for Shorea robusta in both the ranges (9.8 t ha⁻¹ and 2.54 t ha^-1, respectively). A positive correlation between volume, total biomass and basal area of tree species with C stock was observed. R² value for Banka range was 0.9269 (volume-C stock), 1 (total biomass-C stock) and 0.647 (basal area-C stock). Strong positive correlation was also established at Bounsi range with R² value of 1. Considering the total forest area enumerated, C sequestration potential was about 194.25 t CO₂ (Banka) and 45.9 t CO₂ (Bounsi). The valuation of C stock was therefore US$2,525.25 (Banka) and US$596.70 (Bounsi).

The research found the potentiality of the study area to sequester carbon. However, for future, the degraded areas would require intervention of management strategies for restoration of degraded lands and protection of planted trees to increase the carbon sequestration potential of the area.

Present study is the first attempt to assess the phytosociology and estimate the regulatory services of forest with respect to biomass and carbon stock estimation for the Banka forest division of Bihar.

Contact centers (CCs) are one of the main touch points of customers in an organization. They form one of the inputs to customer relationship management (CRM) to enable an organization to efficiently resolve customer queries. CCs have an important impact on customer satisfaction and are a strategic asset for CRM systems. The purpose of this paper is to review the current literature on CCs and identify their shortcomings to be addressed in the current digital age.

The current literature on CCs can be classified into the analytical and the managerial aspects of CCs. In the former, data mining, text mining, and voice recognition techniques are discussed, and in the latter, staff training, CC performance, and outsourced CCs are discussed.

With the growth of information and communication technologies, the information that CCs must handle both in terms of type and volume, has changed. To deal with such changes, CCs need to evolve in terms of their operation and public relations. The authors present a state-of-the-art review of the challenges in identifying the gaps in order to have the next generation of CCs. Lack of an interactive CC and lack of data integrity for CCs are highlighted as important issues that need to be dealt with properly by CCs.

As far as the authors know, this is the first paper that reviews CCs’ literature by providing the comprehensive survey, critical evaluation, and future research.