The real-time contact center
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| Hlavní autor: | |
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| Korporativní autor: | |
| Médium: | Elektronický zdroj E-kniha |
| Jazyk: | angličtina |
| Vydáno: |
New York, NY :
AMACOM Books,
c2005.
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| Vydání: | 1st ed. |
| Témata: | |
| On-line přístup: | An electronic book accessible through the World Wide Web; click to view |
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Obsah:
- 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.