An edition of The Real-Time Contact Center
(2005)
The real-time contact center
1st ed.
by Donna Fluss
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Last edited by Open Library Bot
December 3, 2010 | History
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The Real-Time Contact Center: Strategies, Tactics, And Technologies For Building A Profitable Service And Sales Operation
August 30, 2005, AMACOM/American Management Association
Hardcover
in English
0814472567 9780814472569
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Book Details
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.
Edition Notes
Includes bibliographical references and index.
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| December 3, 2010 | Edited by Open Library Bot | Added subjects from MARC records. |
| April 28, 2010 | Edited by Open Library Bot | Linked existing covers to the work. |
| December 10, 2009 | Created by WorkBot | add works page |