The real-time contact center. (©2005)

• Record Type: Book
• Further Information: Note: Donna Fluss.
• Other Names: Fluss, Donna
• 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.
• Publisher Details: New York, NY : AMACOM Books
• Publication Date: 2005
• Copyright Date: 2005
• Extent: 1 online resource (xv, 221 pages), illustrations
• Subjects: 658.8/12; BUSINESS & ECONOMICS / Marketing / Telemarketing; Call centers -- Management; Call centers -- Computer network resources; Customer services -- Management; BUSINESS & ECONOMICS -- Customer Relations; Call centers -- Computer network resources; Call centers -- Management; Customer services -- Management; Electronic books; Electronic books
• Languages: English
• ISBNs: 0814429084; 9780814429082
• Related ISBNs: 9780814472569; 0814472567; 1281126888; 9781281126887
• Notes: Note: Includes bibliographical references and index.; Note: Print version record.
• Access Rights: Legal Deposit; Only available on premises controlled by the deposit library and to one user at any one time; The Legal Deposit Libraries (Non-Print Works) Regulations (UK).
• Access Usage: Restricted: Printing from this resource is governed by The Legal Deposit Libraries (Non-Print Works) Regulations (UK) and UK copyright law currently in force.