000			02039nam a22003494a 4500
001			ebr10120156
003			CaPaEBR
006			m u
007			cr cn|||||||||
008			050211s2005 nyua sb 001 0 eng
010			_z 2005004120
020			_z0814472567
040			_aCaPaEBR _cCaPaEBR
035			_a(OCoLC)61658569
050	1	4	_aHE8788 _b.F58 2005eb
082	0	4	_a658.8/12 _222
100	1		_aFluss, Donna.
245	1	4	_aThe real-time contact center _h[electronic resource] / _cDonna Fluss.
250			_a1st ed.
260			_aNew York, NY : _bAMACOM Books, _cc2005.
300			_axv, 221 p. : _bill.
504			_aIncludes bibliographical references and index.
505	0		_aTransforming 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			_aElectronic reproduction. _bPalo Alto, Calif. : _cebrary, _d2013. _nAvailable via World Wide Web. _nAccess may be limited to ebrary affiliated libraries.
650		0	_aCall centers _xManagement.
650		0	_aCall centers _xComputer network resources.
650		0	_aCustomer services _xManagement.
655		7	_aElectronic books. _2local
710	2		_aebrary, Inc.
856	4	0	_uhttp://site.ebrary.com/lib/strathmore/Doc?id=10120156 _zAn electronic book accessible through the World Wide Web; click to view
942			_cEBK
999			_c221428 _d192680