The real-time contact center
By: Donna Fluss
Contributors: NetLibrary, Inc
Publisher: AMACOM Books
Published: 2005
Place of publication: New York, NY
Language: eng
Format: [electronic resource] /
Number of pages: 221
Subjects: Computer network resources; Customer services; Management; Call centers
Notes: Includes bibliographical references and index.

Electronic access restricted to subscribers.

Text (HTML/netLibrary eBook) and search engine.

Electronic data. Boulder, Colo. : NetLibrary, 2005.

Mode of access: Intranet.

System requirements for online version: netLibrary eBook Reader (for off-line reading) ; Windows 95/98/NT 4.0 or higher ; Pentium 100, 32 MB RAM, 20MB free disk space ; not available for WebTV, Macintosh, Unix or Linux.

Available for non-commercial, internal use by students, staff, and faculty for academic and research purposes only.
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.