The real-time contact center
Fluss, Donna.
The real-time contact center [electronic resource] / Donna Fluss. - 1st ed. - New York, NY : AMACOM Books, c2005. - xv, 221 p. : ill. ; 24 cm.
Includes bibliographical references and index.
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.
Electronic reproduction.
Palo Alto, Calif. :
ebrary,
2009.
Available via World Wide Web.
Access may be limited to ebrary affiliated libraries.
Call centers--Management.
Call centers--Computer network resources.
Customer services--Management.
Electronic books.
HE8788 / .F58 2005eb
658.8/12
The real-time contact center [electronic resource] / Donna Fluss. - 1st ed. - New York, NY : AMACOM Books, c2005. - xv, 221 p. : ill. ; 24 cm.
Includes bibliographical references and index.
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.
Electronic reproduction.
Palo Alto, Calif. :
ebrary,
2009.
Available via World Wide Web.
Access may be limited to ebrary affiliated libraries.
Call centers--Management.
Call centers--Computer network resources.
Customer services--Management.
Electronic books.
HE8788 / .F58 2005eb
658.8/12