Cover Image

The real-time contact center /

Main Author: Fluss, Donna.
Format: Book
Language:English
Published: New York, NY : AMACOM Books, ©2005.
Subjects:
Call centers > Management.
Call centers > Computer network resources.
Customer services > Management.
BUSINESS & ECONOMICS > Customer Relations.
Online Access:http://search.ebscohost.com/login.aspx?direct=true&scope=site&db=nlebk&AN=139841
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050 4 |a HE8788  |b .F58 2005eb 
100 1 |a Fluss, Donna. 
245 1 4 |a The real-time contact center /  |c Donna Fluss. 
260 |a New York, NY :  |b AMACOM Books,  |c ©2005. 
300 |a 1 online resource (xv, 221 pages) :  |b illustrations 
504 |a Includes bibliographical references and index. 
505 0 |a 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. 
650 0 |a Call centers  |x Management. 
650 0 |a Call centers  |x Computer network resources. 
650 0 |a Customer services  |x Management. 
650 7 |a BUSINESS & ECONOMICS  |x Customer Relations. 
650 7 |a Call centers  |x Computer network resources. 
650 7 |a Call centers  |x Management. 
650 7 |a Customer services  |x Management. 
856 4 0 |u http://search.ebscohost.com/login.aspx?direct=true&scope=site&db=nlebk&AN=139841 
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