Cover Image

The real-time contact center

Main Author: Fluss, Donna.
Corporate Author: ebrary, Inc.
Format: Book
Language:English
Published: New York, NY : AMACOM Books, c2005.
Edition:1st ed.
Subjects:
Call centers > Management.
Call centers > Computer network resources.
Customer services > Management.
Online Access:http://site.ebrary.com/lib/ucy/Doc?id=10120156
Table of Contents:
  • Transforming contact centers into real-time enterprises
  • The development of the real-time contact center
  • Contact center infrastructure
  • The power of speech recognition for self-service
  • Designing, building, and maintaining a vibrant eService strategy
  • Strategic role of quality management and liability recording
  • The role of performance management in real-time contact centers
  • Productivity and quality enhancement systems in real-time contact centers
  • Real-time analytics : conquering the unstructured data challenge
  • Contact center staffing and management
  • Building and managing contact centers
  • Navigating the offshore landscape
  • Creating a world-class real-time engaged contact center
  • Maximizing the benefits of the real-time contact center
  • A final word.

Similar Items