The real-time contact center / Donna Fluss.

By: Contributor(s): Material type: TextTextPublication details: New York, NY : AMACOM Books, (c)2005.Edition: first editionDescription: xv, 221 pages : illustrationsSubject(s): Genre/Form: LOC classification:
  • HE
Online resources:
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: Online Book
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Item type Current library Call number URL Status Date due Barcode
Online Book G. Allen Fleece Library Online HE (Browse shelf(Opens below)) Link to resource Available
Online Book G. Allen Fleece Library Online HE (Browse shelf(Opens below)) Link to resource Available

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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