The real-time contact center /

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 Books, [2005]
Edición:1st ed.
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 (Requiere registro previo con correo institucional)
Tabla de Contenidos:
  • Transforming contact centers into real-time enterprises
  • Redefining the Contact Centers Mission
  • Reactive to Proactive: The Challenge of Transition
  • Twelve Top Trends in Contact Centers
  • Seizing Opportunities for Growth
  • Contact Center Maturity Checklist
  • The development of the real-time contact center
  • What Is a Real-Time Contact Center?
  • How the Real-Time Contact Center Impacts the Corporation
  • From Call Router to Service Provider: The Expanding Role of the Real-Time Contact Center
  • Achieving Outstanding Service: Optimizing People, Process, and Technology
  • Contact Center Cost Structure
  • Contact Center Performance Management
  • Optimizing the Performance of Contact Center Agents
  • Added Value of the Real-Time Contact Center to Sales and Marketing
  • Real-Time Contact Center Evaluation Checklist
  • The Changing Business Landscape Alters the Contact Centers Mission
  • Essential Components of Contact Center Infrastructure
  • Operational Enhancements: Complementary Systems
  • Service Flexibility: Multichannel Support
  • Role of Internet Protocol in Real-Time Contact Centers
  • Acquiring Appropriate Contact Center Infrastructure
  • Contact Center Integration Requirements
  • Security and Backup
  • System and Application Requirements
  • Four Key Technology Factors to Consider Before Purchase
  • Contact Center Infrastructure Best Practices Checklist
  • The power of speech recognition for self-service
  • Self-Service: From Cost-Saving Necessity to Customer Requirement
  • Adapting Service to Changing Customer Behavior
  • Speech Recognition Is Ready for Prime Time
  • Benefits of Speech Recognition
  • Speech Recognition Return on Investment
  • Speech Recognition Costs
  • Cost Savings of Speech Recognition
  • Expanding Self-Service with Speech Recognition
  • Speech Recognition Application Development Standards: Paving the Way for Future Growth
  • The Speech Recognition Market
  • Getting Started with Speech Recognition
  • Speech Recognition Implementation Checklist
  • Designing, building, and maintaining a vibrant eService strategy
  • Designing a Compelling Web-Based Self-Service Environment
  • Standard E-Service Modules
  • Selecting an E-Service Vendor
  • E-Service Application Selection Guidelines
  • E-Mail Customer Service
  • Internet Security
  • E-Service Return on Investment
  • E-Service Best Practices Implementation Checklist
  • The Strategic role of quality management and liability recording
  • The Financial Benefits of Quality Management Overview of Quality Management/Liability Recording Market Quality Management Product Capabilities Quality Management/Liability Recording Market Quality Management/Liability Recording Trends Quality Management Best Practices Keeping Quality Management Procedures Relevant and Up to Date Quality Management Checklist
  • The role of performance management in real-time contact centers
  • What Is Contact Center Performance Management?
  • Fundamental Functions of Performance Management
  • The Benefits of Performance Management
  • Building a Successful Performance Management Program
  • Winning Organizational Support for Performance Management
  • Cross-Organizational Benefits
  • Performance Management Market
  • Performance Management Readiness Checklist
  • Productivity and quality enhancement systems in real-time contact centers
  • Optimize Staffing: Workforce Management Applications
  • Surveying Software
  • E-Learning: Computer-Based Training
  • Implementing a Knowledge Management Program
  • Cost-Justifying Contact Center Technology Investments
  • Productivity and Quality Enhancement Systems Checklist
  • Real-time analytics : conquering the unstructured data challenge
  • Real- Time Analytics Defined
  • Integrating Contact Centers into Corporate Strategy with Real-Time Analytics Applications
  • Benefits of Real-Time Analytics
  • How Real-Time Analytics Works
  • Early Adopters Enjoy Great Results
  • The Real-Time Analytics Market
  • Real-Time Analytics Best Practices
  • Real-Time Analytics Readiness Checklist
  • Contact center staffing and management
  • Common Contact Center Job Descriptions
  • Combating Agent Attrition: The Contact Centers Role in Career Development
  • Hiring Best Practices
  • Training: Key Component of a Successful Contact Center
  • Evaluating the Performance of Contact Center Agents
  • Managing Agent Attrition
  • Universal Agents
  • Determining Optimum Staff Size and Site Location
  • Managing the Culture of Constant Improvement
  • Contact Center Management Success Checklist
  • Building and managing contaters
  • The Pros and Cons of Different Acquisition Models
  • Building an In-House Contact Center
  • Determining if Outsourcing Is the Right Choice for You
  • Hosted Solution: On-Demand Application Service Providers
  • When to Use Consultants
  • Building In-House Versus Outsourcing
  • Checklist
  • Navigating the offshore landscape
  • The Offshore Outsourcing Economics ArgumentNonfinancial Site Selection Criteria
  • Offshore Contact Center Models
  • Contact Center Selection Process
  • Service Level Agreements
  • Contract Terms and Conditions
  • Managing the Relationship
  • Offshore Outsourcing Best Practices
  • Offshore Outsourcing Market
  • Offshore Outsourcing Checklist
  • Creating a world-class real-time engaged contact center
  • What Is World-Class Service?
  • Role of Senior Management in Providing World-Class Service
  • Best Practices for Building and Maintaining a World-Class Contact Center
  • Building a Culture of Constant Change
  • Road Map for Transforming Your Contact Center into a Strategic Player
  • Migrating from a Call Center to a Cost-Oriented Contact Center
  • Migrating from a Cost-Oriented to a Profit-Oriented Contact Center
  • Migrating from a Profit-Oriented Contact Center to a Real-Time Engaged Contact Center
  • World-Class Contact Center Checklist
  • Maximizing the benefits of the real-time contact center
  • Real-Time Contact Centers: Revenue Generators and Competitive Necessity
  • Technology: An Essential Enabler of Real-Time Contact Centers
  • Contact Center Investments: The Return on Investment and Total Cost of Ownership
  • Do It Yourself, Hire Consultants, or Outsource?
  • Building a Real-Time Contact Center
  • A final word
  • Glossary of Abbreviations and Acronyms
  • Index

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