The real-time contact center [electronic resource] / Donna Fluss.

By: Fluss, DonnaContributor(s): ProQuest (Firm)Material type: TextTextPublication details: New York, NY : AMACOM Books, c2005Edition: 1st edDescription: xv, 221 p. : illSubject(s): Call centers -- Management | Call centers -- Computer network resources | Customer services -- ManagementGenre/Form: Electronic books.DDC classification: 658.8/12 LOC classification: HE8788 | .F58 2005Online resources: Click to View
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.
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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. Ann Arbor, MI : ProQuest, 2015. Available via World Wide Web. Access may be limited to ProQuest affiliated libraries.

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