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The real-time contact center

by Fluss, Donna.
Additional authors: ebrary, Inc.
Edition statement:1st ed. Published by : AMACOM Books, (New York, NY :) Physical details: xv, 221 p. : ill.
Subject(s): Call centers -- Management. | Call centers -- Computer network resources. | Customer services -- Management. | Electronic books.
Year: 2005
Online resources:
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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.

Electronic reproduction. Palo Alto, Calif. : ebrary, 2013. Available via World Wide Web. Access may be limited to ebrary affiliated libraries.

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