The real-time contact center (Record no. 148407)
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| 000 -LEADER | |
|---|---|
| fixed length control field | 02061nam a22003494a 4500 |
| 001 - CONTROL NUMBER | |
| control field | ebr10120156 |
| 003 - CONTROL NUMBER IDENTIFIER | |
| control field | CaPaEBR |
| 006 - FIXED-LENGTH DATA ELEMENTS--ADDITIONAL MATERIAL CHARACTERISTICS--GENERAL INFORMATION | |
| fixed length control field | m u |
| 007 - PHYSICAL DESCRIPTION FIXED FIELD--GENERAL INFORMATION | |
| fixed length control field | cr cn||||||||| |
| 008 - FIXED-LENGTH DATA ELEMENTS--GENERAL INFORMATION | |
| fixed length control field | 050211s2005 nyua sb 001 0 eng |
| 010 ## - LIBRARY OF CONGRESS CONTROL NUMBER | |
| Canceled/invalid LC control number | 2005004120 |
| 020 ## - INTERNATIONAL STANDARD BOOK NUMBER | |
| Cancelled/invalid ISBN | 0814472567 |
| 040 ## - CATALOGING SOURCE | |
| Original cataloging agency | CaPaEBR |
| Transcribing agency | CaPaEBR |
| 035 ## - SYSTEM CONTROL NUMBER | |
| System control number | (OCoLC)647482228 |
| 050 14 - LIBRARY OF CONGRESS CALL NUMBER | |
| Classification number | HE8788 |
| Item number | .F58 2005eb |
| 082 04 - DEWEY DECIMAL CLASSIFICATION NUMBER | |
| Classification number | 658.8/12 |
| Edition number | 22 |
| 090 ## - LOCALLY ASSIGNED LC-TYPE CALL NUMBER (OCLC); LOCAL CALL NUMBER (OCLC) | |
| -- | 148407 |
| -- | 119659 |
| 100 1# - MAIN ENTRY--PERSONAL NAME | |
| Personal name | Fluss, Donna. |
| 245 14 - TITLE STATEMENT | |
| Title | The real-time contact center |
| Medium | [electronic resource] / |
| Statement of responsibility, etc | Donna Fluss. |
| 250 ## - EDITION STATEMENT | |
| Edition statement | 1st ed. |
| 260 ## - PUBLICATION, DISTRIBUTION, ETC. (IMPRINT) | |
| Place of publication, distribution, etc | New York, NY : |
| Name of publisher, distributor, etc | AMACOM Books, |
| Date of publication, distribution, etc | c2005. |
| 300 ## - PHYSICAL DESCRIPTION | |
| Extent | xv, 221 p. : |
| Other physical details | ill. ; |
| Dimensions | 24 cm. |
| 504 ## - BIBLIOGRAPHY, ETC. NOTE | |
| Bibliography, etc | Includes bibliographical references and index. |
| 505 0# - FORMATTED CONTENTS NOTE | |
| Formatted contents note | 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. |
| 533 ## - REPRODUCTION NOTE | |
| Type of reproduction | Electronic reproduction. |
| Place of reproduction | Palo Alto, Calif. : |
| Agency responsible for reproduction | ebrary, |
| Date of reproduction | 2009. |
| Note about reproduction | Available via World Wide Web. |
| -- | Access may be limited to ebrary affiliated libraries. |
| 650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| Topical term or geographic name as entry element | Call centers |
| General subdivision | Management. |
| 650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| Topical term or geographic name as entry element | Call centers |
| General subdivision | Computer network resources. |
| 650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| Topical term or geographic name as entry element | Customer services |
| General subdivision | Management. |
| 655 #7 - INDEX TERM--GENRE/FORM | |
| Genre/form data or focus term | Electronic books. |
| Source of term | local |
| 710 2# - ADDED ENTRY--CORPORATE NAME | |
| Corporate name or jurisdiction name as entry element | ebrary, Inc. |
| 856 40 - ELECTRONIC LOCATION AND ACCESS | |
| Uniform Resource Identifier | <a href="http://site.ebrary.com/lib/strathmore/Doc?id=10120156">http://site.ebrary.com/lib/strathmore/Doc?id=10120156</a> |
| Public note | An electronic book accessible through the World Wide Web; click to view |
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