TY  - BOOK
AU  - Fluss,Donna
ED  - ebrary, Inc.
TI  - The real-time contact center
AV  - HE8788 .F58 2005eb
U1  - 658.8/12 22
PY  - 2005///
CY  - New York, NY
PB  - AMACOM Books
KW  - Call centers
KW  - Management
KW  - Computer network resources
KW  - Customer services
KW  - Electronic books
KW  - local
N1  - 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; 2013; Available via World Wide Web; Access may be limited to ebrary affiliated libraries
UR  - http://site.ebrary.com/lib/strathmore/Doc?id=10120156
ER  -