The
real-time contact center
Fluss, Donna.
creator
ebrary, Inc
text
bibliography
Electronic books.
nyu
New York, NY
AMACOM Books
c2005
2005
1st ed.
monographic
eng
xv, 221 p. : ill.
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.
Donna Fluss.
Includes bibliographical references and index.
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
HE8788 .F58 2005eb
658.8/12
http://site.ebrary.com/lib/rucke/Doc?id=10120156
http://site.ebrary.com/lib/rucke/Doc?id=10120156
CaPaEBR
050211
ebr10120156