The real-time contact center [[electronic resource] /] / Donna Fluss
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| Autore: |
Fluss Donna
|
| Titolo: |
The real-time contact center [[electronic resource] /] / Donna Fluss
|
| Pubblicazione: | New York, NY, : AMACOM Books, c2005 |
| Edizione: | 1st ed. |
| Descrizione fisica: | 1 online resource (240 p.) |
| Disciplina: | 658.8/12 |
| Soggetto topico: | Call centers - Management |
| Call centers - Computer network resources | |
| Customer services - Management | |
| Note generali: | Description based upon print version of record. |
| Nota di bibliografia: | Includes bibliographical references and index. |
| Nota di contenuto: | 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. |
| Sommario/riassunto: | New technology and best practices to turn your contact center into a revenue generator. |
| Titolo autorizzato: | The real-time contact center |
| ISBN: | 1-281-12688-8 |
| 9786611126889 | |
| 0-8144-2908-4 | |
| Formato: | Materiale a stampa  |
| Livello bibliografico | Monografia |
| Lingua di pubblicazione: | Inglese |
| Record Nr.: | 9910783444403321 |
| Lo trovi qui: | Univ. Federico II |
| Opac: | Controlla la disponibilità qui |