The real-time contact center

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Détails bibliographiques
Auteur principal: Fluss, Donna
Collectivité auteur: ebrary, Inc
Format: Électronique eBook
Langue:anglais
Publié: New York, NY : AMACOM Books, c2005.
Édition:1st ed.
Sujets:
Accès en ligne:An electronic book accessible through the World Wide Web; click to view
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Table des matières:
  • 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.