Research Catalog

The real-time contact center : strategies, tactics, and technologies for building a profitable service and sales operation

Title
The real-time contact center : strategies, tactics, and technologies for building a profitable service and sales operation / Donna Fluss.
Author
Fluss, Donna.
Publication
New York : AMACOM Books, 2005.

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Available - Can be used on site. Please visit New York Public Library - Schwarzman Building to submit a request in person.

TextUse in library JBE 10-1086Schwarzman Building - General Research Room 315

Details

Description
xv, 221 p. : ill.; 24 cm.
Subject
  • Call centers > Management
  • Call centers > Computer network resources
  • Customer services > Management
Bibliography (note)
  • Includes bibliographical references and index.
Contents
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.
Call Number
JBE 10-1086
ISBN
  • 0814472567
  • 9780814472569
LCCN
2005004120
OCLC
57731158
Author
Fluss, Donna.
Title
The real-time contact center : strategies, tactics, and technologies for building a profitable service and sales operation / Donna Fluss.
Imprint
New York : AMACOM Books, 2005.
Bibliography
Includes bibliographical references and index.
Research Call Number
JBE 10-1086
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