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. | ||
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 |
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 |
Feinberg Richard <1950-> | ||
West Lafayette, Ind., : Ichor Business Books, c2005 | ||
Materiale a stampa | ||
Lo trovi qui: Univ. Federico II | ||
|
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 |
Feinberg Richard <1950-> | ||
West Lafayette, Ind., : Ichor Business Books, c2005 | ||
Materiale a stampa | ||
Lo trovi qui: Univ. Federico II | ||
|
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 |
Fluss Donna | ||
New York, NY, : AMACOM Books, c2005 | ||
Materiale a stampa | ||
Lo trovi qui: Univ. Federico II | ||
|
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 |
Fluss Donna | ||
New York, NY, : AMACOM Books, c2005 | ||
Materiale a stampa | ||
Lo trovi qui: Univ. Federico II | ||
|
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 |
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-9910827819203321 |
Fluss Donna | ||
New York, NY, : AMACOM Books, c2005 | ||
Materiale a stampa | ||
Lo trovi qui: Univ. Federico II | ||
|
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 |
Russell Bob | ||
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 |
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 |
Russell Bob | ||
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 |
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 | ||
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 |
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 |
D'Ausilio Rosanne <1941-> | ||
West Lafayette, Ind., : Ichor Business Books, c2005 | ||
Materiale a stampa | ||
Lo trovi qui: Univ. Federico II | ||
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