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Record Nr. |
UNINA9910783444403321 |
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Autore |
Fluss Donna |
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Titolo |
The real-time contact center [[electronic resource] /] / Donna Fluss |
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Pubbl/distr/stampa |
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New York, NY, : AMACOM Books, c2005 |
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ISBN |
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1-281-12688-8 |
9786611126889 |
0-8144-2908-4 |
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Edizione |
[1st ed.] |
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Descrizione fisica |
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1 online resource (240 p.) |
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Disciplina |
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Soggetti |
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Call centers - Management |
Call centers - Computer network resources |
Customer services - Management |
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Lingua di pubblicazione |
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Formato |
Materiale a stampa |
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Livello bibliografico |
Monografia |
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Note generali |
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Description based upon print version of record. |
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Nota di bibliografia |
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Includes bibliographical references and index. |
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Nota di contenuto |
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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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Sommario/riassunto |
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New technology and best practices to turn your contact center into a revenue generator. |
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