02014nam a22003374a 4500 ebr10120156 CaPaEBR m u cr cn||||||||| 050211s2005 nyua sb 001 0 eng 2005004120 0814472567 CaPaEBR CaPaEBR (OCoLC)61658569 HE8788 .F58 2005eb 658.8/12 22 Fluss, Donna. The real-time contact center [electronic resource] / Donna Fluss. 1st ed. New York, NY : AMACOM Books, c2005. xv, 221 p. : ill. 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. Call centers Management. Call centers Computer network resources. Customer services Management. Electronic books. local ebrary, Inc. http://site.ebrary.com/lib/rucke/Doc?id=10120156 An electronic book accessible through the World Wide Web; click to view 214236 214236