The real-time contact center
Zapisane w:
| 1. autor: | |
|---|---|
| Korporacja: | |
| Format: | Elektroniczne E-book |
| Język: | angielski |
| Wydane: |
New York, NY :
AMACOM Books,
c2005.
|
| Wydanie: | 1st ed. |
| Hasła przedmiotowe: | |
| Dostęp online: | An electronic book accessible through the World Wide Web; click to view |
| Etykiety: |
Dodaj etykietę
Nie ma etykietki, Dołącz pierwszą etykiete!
|
Spis treści:
- 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.