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

By: Fluss, Donna.
Contributor(s): ebrary, Inc.
Publisher: New York, NY : AMACOM Books, c2005Edition: 1st ed.Description: xv, 221 p. : ill. ; 24 cm.Subject(s): Call centers -- Management | Call centers -- Computer network resources | Customer services -- ManagementGenre/Form: Electronic books. DDC classification: 658.8/12 Online resources: An electronic book accessible through the World Wide Web; 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.
Item type Current location Call number Status Date due Barcode
658.8/12 (Browse shelf) Available

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.

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Electronic reproduction. Palo Alto, Calif. : ebrary, 2009. Available via World Wide Web. Access may be limited to ebrary affiliated libraries.