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The real-time contact center

ProQuest (Firm)

The real-time contact center

Record Type:	Language materials, printed : Monograph/item
Title/Author:	The real-time contact center/ Donna Fluss.
Author:	Fluss, Donna.
Published:	New York, NY :AMACOM Books, : c2005.,
Description:	xv, 221 p. :ill. :
Subject:	Customer services - Management. -
Online resource:	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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250 $a 1st ed.
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300 $a xv, 221 p. : $b ill.
504 $a Includes bibliographical references and index.
505 0 $a 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.
533 $a Electronic reproduction. Ann Arbor, MI : ProQuest, 2015. Available via World Wide Web. Access may be limited to ProQuest affiliated libraries.
650 0 $a Customer services $x Management. $3 568419
650 0 $a Call centers $x Computer network resources. $3 568418
650 0 $a Call centers $x Management. $3 568417
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710 2 $a ProQuest (Firm) $3 1133097
856 4 0 $u https://ebookcentral.proquest.com/lib/nfu/detail.action?docID=243073 $z Click to View

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