Research Catalog

Title

The real-time contact center / Donna Fluss.

Author

Fluss, Donna.

Publication

New York, NY : AMACOM Books, [2005], ©2005.

Items in the Library & Off-site

Holdings

Details

Description

xv, 221 pages : illustrations; 24 cm

Summary

"The Real-Time Contact Center is a practical guide to building a service infrastructure that will simultaneously exceed your customers' expectations, and build revenues." "The book is packed with step-by-step implementation plans for migrating from your current model to the real-time contact center, and offers a complete package of winning strategies, practical guidelines, and best practices. Each chapter includes self-assessment checklists for all the crucial players in your contact environment. The Real-Time Contact Center also analyzes the business trends that are driving change in the contact center market, and provides vendor names and a market overview of key call center technology, systems, and applications. The book also discusses how to optimize management and processes to ensure that your people are well positioned to deliver extraordinary service with every interaction." "Most importantly, The Real-Time Contact Center will show you how to make this crucial transformation without disrupting your current service initiatives. With the powerful tools and practical recommendations in this book, you will transfer quickly and seamlessly to a world-class contact center that's designed to generate substantial revenue, delight your customers, reduce expenses, and make your organization the envy of its industry."--BOOK JACKET.

Subject

• Call centers > Management
• Call centers > Computer network resources
• Customer services > Management

Bibliography (note)

• Includes bibliographical references and index.

Contents

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 -- 10. Contact center staffing and management -- 11. Building and managing contact centers -- 12. Navigating the offshore landscape -- 13. Creating a world-class real-time engaged contact center -- 14. Maximizing the benefits of the real-time contact center.

ISBN

0814472567

LCCN

2005004120

OCLC

• 57731158
• ocm57731158
• SCSB-5208329

Owning Institutions

Columbia University Libraries