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Call Center operation [electronic resource] : design, operation, and maintenance / Duane E. Sharp
| Call Center operation [electronic resource] : design, operation, and maintenance / Duane E. Sharp |
| Autore | Sharp, Duane E. |
| Pubbl/distr/stampa | Amsterdam ; Boston : Digital Press, c2003 |
| Descrizione fisica | xiii, 303 p. : ill. ; 24 cm. |
| Disciplina | 658.8/12 |
| Soggetto topico | Call centers - Management |
| Soggetto genere / forma | Electronic books. |
| ISBN |
9781555582777
155558277X |
| Formato | Risorse elettroniche  |
| Livello bibliografico | Monografia |
| Lingua di pubblicazione | eng |
| Nota di contenuto | Introduction to Call Centers; Call Center Technology; Organizing and Managing the Call Center; Selecting and Training Call Center Staff; Call Center Case Studies; Building Customer Relationships with Call Centers -- Appendices: Call Center Vendor Resources-Product and Service Offerings;Glossary of Call Center and CRM Acronyms and Definitions. |
| Record Nr. | UNISALENTO-991003246069707536 |
Sharp, Duane E.
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| Amsterdam ; Boston : Digital Press, c2003 | ||
| Risorse elettroniche | ||
| Lo trovi qui: Univ. del Salento | ||
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Cases in call center management [[electronic resource] ] : great ideas (th)at work / / Richard Feinberg, Ko de Ruyter, Lynne Bennington
| Cases in call center management [[electronic resource] ] : great ideas (th)at work / / Richard Feinberg, Ko de Ruyter, Lynne Bennington |
| Autore | Feinberg Richard <1950-> |
| Pubbl/distr/stampa | West Lafayette, Ind., : Ichor Business Books, c2005 |
| Descrizione fisica | 1 online resource (368 p.) |
| Disciplina | 658.8/12 |
| Altri autori (Persone) |
RuyterKo de
BenningtonLynne |
| Soggetto topico | Call centers - Management |
| Soggetto genere / forma | Electronic books. |
| ISBN | 1-4237-3272-3 |
| Formato | Materiale a stampa  |
| Livello bibliografico | Monografia |
| Lingua di pubblicazione | eng |
| Record Nr. | UNINA-9910449937703321 |
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Feinberg Richard <1950->
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| West Lafayette, Ind., : Ichor Business Books, c2005 | ||
| Materiale a stampa | ||
| Lo trovi qui: Univ. Federico II | ||
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Cases in call center management [[electronic resource] ] : great ideas (th)at work / / Richard Feinberg, Ko de Ruyter, Lynne Bennington
| Cases in call center management [[electronic resource] ] : great ideas (th)at work / / Richard Feinberg, Ko de Ruyter, Lynne Bennington |
| Autore | Feinberg Richard <1950-> |
| Pubbl/distr/stampa | West Lafayette, Ind., : Ichor Business Books, c2005 |
| Descrizione fisica | 1 online resource (368 p.) |
| Disciplina | 658.8/12 |
| Altri autori (Persone) |
RuyterKo de
BenningtonLynne |
| Soggetto topico | Call centers - Management |
| ISBN | 1-4237-3272-3 |
| Formato | Materiale a stampa |
| Livello bibliografico | Monografia |
| Lingua di pubblicazione | eng |
| Record Nr. | UNINA-9910783275703321 |
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Feinberg Richard <1950->
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| West Lafayette, Ind., : Ichor Business Books, c2005 | ||
| Materiale a stampa | ||
| Lo trovi qui: Univ. Federico II | ||
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The real-time contact center [[electronic resource] /] / Donna Fluss
| The real-time contact center [[electronic resource] /] / Donna Fluss |
| Autore | Fluss Donna |
| Edizione | [1st ed.] |
| Pubbl/distr/stampa | New York, NY, : AMACOM Books, c2005 |
| Descrizione fisica | 1 online resource (240 p.) |
| Disciplina | 658.8/12 |
| Soggetto topico |
Call centers - Management
Call centers - Computer network resources Customer services - Management |
| Soggetto genere / forma | Electronic books. |
| ISBN |
1-281-12688-8
9786611126889 0-8144-2908-4 |
| Formato | Materiale a stampa |
| Livello bibliografico | Monografia |
| Lingua di pubblicazione | eng |
| 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. |
| Record Nr. | UNINA-9910450359503321 |
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Fluss Donna
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| New York, NY, : AMACOM Books, c2005 | ||
| Materiale a stampa | ||
| Lo trovi qui: Univ. Federico II | ||
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The real-time contact center [[electronic resource] /] / Donna Fluss
| The real-time contact center [[electronic resource] /] / Donna Fluss |
| Autore | Fluss Donna |
| Edizione | [1st ed.] |
| Pubbl/distr/stampa | New York, NY, : AMACOM Books, c2005 |
| Descrizione fisica | 1 online resource (240 p.) |
| Disciplina | 658.8/12 |
| Soggetto topico |
Call centers - Management
Call centers - Computer network resources Customer services - Management |
| ISBN |
1-281-12688-8
9786611126889 0-8144-2908-4 |
| Formato | Materiale a stampa |
| Livello bibliografico | Monografia |
| Lingua di pubblicazione | eng |
| 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. |
| Record Nr. | UNINA-9910783444403321 |
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Fluss Donna
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| New York, NY, : AMACOM Books, c2005 | ||
| Materiale a stampa | ||
| Lo trovi qui: Univ. Federico II | ||
| ||
The real-time contact center / / Donna Fluss
| The real-time contact center / / Donna Fluss |
| Autore | Fluss Donna |
| Edizione | [1st ed.] |
| Pubbl/distr/stampa | New York, NY, : AMACOM Books, c2005 |
| Descrizione fisica | 1 online resource (240 p.) |
| Disciplina | 658.8/12 |
| Soggetto topico |
Call centers - Management
Call centers - Computer network resources Customer services - Management |
| ISBN |
9786611126889
9781281126887 1281126888 9780814429082 0814429084 |
| Formato | Materiale a stampa |
| Livello bibliografico | Monografia |
| Lingua di pubblicazione | eng |
| 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. |
| Record Nr. | UNINA-9910960439203321 |
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Fluss Donna
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| New York, NY, : AMACOM Books, c2005 | ||
| Materiale a stampa | ||
| Lo trovi qui: Univ. Federico II | ||
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Smiling down the line : info-service work in the global economy / / Bob Russell
| Smiling down the line : info-service work in the global economy / / Bob Russell |
| Autore | Russell Bob |
| Pubbl/distr/stampa | Toronto, Ontario ; ; Buffalo, New York ; ; London, England : , : University of Toronto Press, , 2009 |
| Descrizione fisica | 1 online resource (345 p.) |
| Disciplina | 658.812 |
| Collana | Studies in Comparative Political Economy and Public Policy |
| Soggetto topico |
Call centers - Management
Call center agents - Employment Call center agents - Social conditions |
| Soggetto genere / forma | Electronic books. |
| ISBN |
1-4426-9723-7
1-4426-9785-7 |
| Formato | Materiale a stampa |
| Livello bibliografico | Monografia |
| Lingua di pubblicazione | eng |
| Nota di contenuto | Frontmatter -- Contents -- Tables and Figures -- Abbreviations -- Acknowledgments -- 1. New Workplaces: The Call Centre -- 2. The Call-Centre Case Studies -- 3. Making a New Occupation -- 4. The Call-Centre Labour Process (1): The Division of Labour, Work Effort, and Job Skill -- 5. The Call-Centre Labour Process (2): Technological Selection and the Means of Communication in Info-Service Work -- 6. HRM and Call Centres: Culture and Identities -- 7. Globalizing Info-Service Work: Outsourcing to India -- 8. Discontent, Resistance, and Organizing in Info-Service Work -- 9. Concluding Refl ections -- Notes -- References -- Index -- Backmatter |
| Record Nr. | UNINA-9910458938703321 |
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Russell Bob
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| Toronto, Ontario ; ; Buffalo, New York ; ; London, England : , : University of Toronto Press, , 2009 | ||
| Materiale a stampa | ||
| Lo trovi qui: Univ. Federico II | ||
| ||
Smiling down the line : info-service work in the global economy / / Bob Russell
| Smiling down the line : info-service work in the global economy / / Bob Russell |
| Autore | Russell Bob |
| Pubbl/distr/stampa | Toronto, Ontario ; ; Buffalo, New York ; ; London, England : , : University of Toronto Press, , 2009 |
| Descrizione fisica | 1 online resource (345 p.) |
| Disciplina | 658.812 |
| Collana | Studies in Comparative Political Economy and Public Policy |
| Soggetto topico |
Call centers - Management
Call center agents - Employment Call center agents - Social conditions |
| Soggetto genere / forma | Electronic books. |
| ISBN |
1-4426-9723-7
1-4426-9785-7 |
| Formato | Materiale a stampa |
| Livello bibliografico | Monografia |
| Lingua di pubblicazione | eng |
| Nota di contenuto | New workplaces : the call centre -- The call-centre case studies -- Making a new occupation -- The call-centre labour process (1) : the division of labour, work effort, and job skill -- The call-centre labour process (2) : technological selection and the means of communication in info-service work -- HRM and call-centres : culture and identities -- Globalizing info-service work : outsourcing to India -- Discontent, resistance, and organizing in info-service work. |
| Record Nr. | UNINA-9910791555703321 |
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Russell Bob
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| Toronto, Ontario ; ; Buffalo, New York ; ; London, England : , : University of Toronto Press, , 2009 | ||
| Materiale a stampa | ||
| Lo trovi qui: Univ. Federico II | ||
| ||
Smiling down the line : info-service work in the global economy / / Bob Russell
| Smiling down the line : info-service work in the global economy / / Bob Russell |
| Autore | Russell Bob |
| Pubbl/distr/stampa | Toronto, Ontario ; ; Buffalo, New York ; ; London, England : , : University of Toronto Press, , 2009 |
| Descrizione fisica | 1 online resource (345 p.) |
| Disciplina | 658.812 |
| Collana | Studies in Comparative Political Economy and Public Policy |
| Soggetto topico |
Call centers - Management
Call center agents - Employment Call center agents - Social conditions |
| Soggetto genere / forma | Electronic books. |
| ISBN |
1-4426-9723-7
1-4426-9785-7 |
| Formato | Materiale a stampa |
| Livello bibliografico | Monografia |
| Lingua di pubblicazione | eng |
| Nota di contenuto | New workplaces : the call centre -- The call-centre case studies -- Making a new occupation -- The call-centre labour process (1) : the division of labour, work effort, and job skill -- The call-centre labour process (2) : technological selection and the means of communication in info-service work -- HRM and call-centres : culture and identities -- Globalizing info-service work : outsourcing to India -- Discontent, resistance, and organizing in info-service work. |
| Record Nr. | UNINA-9910808450603321 |
|
Russell Bob
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| Toronto, Ontario ; ; Buffalo, New York ; ; London, England : , : University of Toronto Press, , 2009 | ||
| Materiale a stampa | ||
| Lo trovi qui: Univ. Federico II | ||
| ||
Wake up your call center [[electronic resource] ] : how to be a better call center agent / / Rosanne D'Ausilio
| Wake up your call center [[electronic resource] ] : how to be a better call center agent / / Rosanne D'Ausilio |
| Autore | D'Ausilio Rosanne <1941-> |
| Edizione | [4th ed.] |
| Pubbl/distr/stampa | West Lafayette, Ind., : Ichor Business Books, c2005 |
| Descrizione fisica | 1 online resource (233 p.) |
| Disciplina | 658.8/12 |
| Collana | Customer access management |
| Soggetto topico |
Customer services - Management
Call centers - Management |
| Soggetto genere / forma | Electronic books. |
| ISBN | 1-4237-3278-2 |
| Formato | Materiale a stampa |
| Livello bibliografico | Monografia |
| Lingua di pubblicazione | eng |
| Record Nr. | UNINA-9910449779903321 |
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D'Ausilio Rosanne <1941->
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| West Lafayette, Ind., : Ichor Business Books, c2005 | ||
| Materiale a stampa | ||
| Lo trovi qui: Univ. Federico II | ||
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