The Real-Time Contact Center : Strategies, Tactics, and Technologies for Building a Profitable Service and Sales Operation.

New technology and best practices to turn your contact center into a revenue generator.

Detalles Bibliográficos
Clasificación:Libro Electrónico
Autor principal: Fluss, Donna
Formato: Electrónico eBook
Idioma:Inglés
Publicado: New York : AMACOM, 2005.
Temas:
Call centers > Management.
Call centers > Computer network resources.
Customer services > Management.
Centres d'appels (Affaires) > Gestion.
Service à la clientèle > Gestion.
BUSINESS & ECONOMICS > Customer Relations.
Call centers > Computer network resources
Call centers > Management
Customer services > Management
Acceso en línea:Texto completo
Tabla de Contenidos:
  • Preliminaries; Contents; Acknowledgments; 1 Transforming Contact Centers into Real Time Enterprises; 2 The Development of the Real Time Contact Center; 3 Contact Center Infrastructure; 4 The Power of Speech Recognition for Self Service; 5 Designing Building and Maintaining a Vibrant E Service Strategy; 6 The Strategic Role of Quality Management and Liability Recording; 7 The Role of Performance Management in Real Time Contact Centers; 8 Productivity and Quality Enhancement Systems in Real Time Contact Centers; 9 Real Time Analytics Conquering the Unstructured Data Challenge.

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