The real-time contact center / Donna Fluss.
Material type: TextPublication details: New York, NY : AMACOM Books, (c)2005.Edition: first editionDescription: xv, 221 pages : illustrationsSubject(s): Genre/Form: LOC classification:- HE
Item type | Current library | Call number | URL | Status | Date due | Barcode | |
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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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