The real-time contact center
Gardado en:
| Autor Principal: | |
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| Autor Corporativo: | |
| Formato: | Electrónico eBook |
| Idioma: | inglés |
| Publicado: |
New York, NY :
AMACOM Books,
c2005.
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| Edición: | 1st ed. |
| Subjects: | |
| Acceso en liña: | An electronic book accessible through the World Wide Web; click to view |
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Table of 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.