The real-time contact center
By: Donna Fluss.
Edition: 1st ed.
Publisher: AMACOM Books
Published: 2005
Place of publication: New York, NY
Language: eng
Number of pages: 221
Subjects: Call centers -- Management.; Call centers -- Computer network resources.; Customer services -- Management.
Notes: Includes bibliographical references and index.
Table of contents: title: Transforming contact centers into real-time enterprises; title: The development of the real-time contact center; title: Contact center infrastructure; title: The power of speech recognition for self-service; title: Designing, building, and maintaining a vibrant eService strategy; title: Strategic role of quality management and liability recording; title: The role of performance management in real-time contact centers; title: Productivity and quality enhancement systems in real-time contact centers; title: Real-time analytics : conquering the unstructured data challenge; title: Contact center staffing and management; title: Building and managing contact centers; title: Navigating the offshore landscape; title: Creating a world-class real-time engaged contact center; title: Maximizing the benefits of the real-time contact center; title: A final word.