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_a658.8/12 _222 |
100 | 1 |
_aFluss, Donna. _9252612 |
|
245 | 1 | 4 |
_aThe real-time contact center _h[electronic resource] / _cDonna Fluss. |
250 | _a1st ed. | ||
260 |
_aNew York, NY : _bAMACOM Books, _cc2005. |
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300 |
_axv, 221 p. : _bill. ; _c24 cm. |
||
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. | |
529 | _aTSLHHL | ||
533 |
_aElectronic reproduction. _bPalo Alto, Calif. : _cebrary, _d2009. _nAvailable via World Wide Web. _nAccess may be limited to ebrary affiliated libraries. |
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650 | 0 |
_aCall centers _xManagement. _9252613 |
|
650 | 0 |
_aCall centers _xComputer network resources. _9252614 |
|
650 | 0 |
_aCustomer services _xManagement. _923614 |
|
655 | 7 |
_aElectronic books. _2local _9201578 |
|
710 | 2 |
_aebrary, Inc. _925628 |
|
856 | 4 | 0 |
_uhttp://ezproxy.taylors.edu.my/login?url=http://site.ebrary.com/lib/taylorscollege/Doc?id=10120156 _zAn electronic book accessible through the World Wide Web; click to view |
999 |
_c49988 _d49988 |