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The real-time contact center
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ProQuest (Firm)
The real-time contact center
紀錄類型:
書目-語言資料,印刷品 : Monograph/item
正題名/作者:
The real-time contact center/ Donna Fluss.
作者:
Fluss, Donna.
出版者:
New York, NY :AMACOM Books, : c2005.,
面頁冊數:
xv, 221 p. :ill. :
標題:
Customer services - Management. -
電子資源:
Click to View
The real-time contact center
Fluss, Donna.
The real-time contact center
[electronic resource] /Donna Fluss. - 1st ed. - New York, NY :AMACOM Books,c2005. - xv, 221 p. :ill.
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. Ann Arbor, MI : ProQuest, 2015. Available via World Wide Web. Access may be limited to ProQuest affiliated libraries.
Subjects--Topical Terms:
568419
Customer services
--Management.Index Terms--Genre/Form:
554714
Electronic books.
LC Class. No.: HE8788 / .F58 2005
Dewey Class. No.: 658.8/12
The real-time contact center
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