The real-time contact center
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| Main Author: | |
|---|---|
| Corporate Author: | |
| Format: | Electronic eBook |
| Language: | English |
| Published: |
New York, NY :
AMACOM Books,
c2005.
|
| Edition: | 1st ed. |
| Subjects: | |
| Online Access: | An electronic book accessible through the World Wide Web; click to view |
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| 008 | 050211s2005 nyua sb 001 0 eng | ||
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| 020 | |z 0814472567 | ||
| 035 | |a (CaPaEBR)ebr10120156 | ||
| 035 | |a (OCoLC)61658569 | ||
| 040 | |a CaPaEBR |c CaPaEBR | ||
| 050 | 1 | 4 | |a HE8788 |b .F58 2005eb |
| 082 | 0 | 4 | |a 658.8/12 |2 22 |
| 100 | 1 | |a Fluss, Donna. | |
| 245 | 1 | 4 | |a The real-time contact center |h [electronic resource] / |c Donna Fluss. |
| 250 | |a 1st ed. | ||
| 260 | |a New York, NY : |b AMACOM Books, |c c2005. | ||
| 300 | |a xv, 221 p. : |b ill. | ||
| 504 | |a Includes bibliographical references and index. | ||
| 505 | 0 | |a 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. | |
| 533 | |a Electronic reproduction. |b Palo Alto, Calif. : |c ebrary, |d 2013. |n Available via World Wide Web. |n Access may be limited to ebrary affiliated libraries. | ||
| 650 | 0 | |a Call centers |x Management. | |
| 650 | 0 | |a Call centers |x Computer network resources. | |
| 650 | 0 | |a Customer services |x Management. | |
| 655 | 7 | |a Electronic books. |2 local | |
| 710 | 2 | |a ebrary, Inc. | |
| 856 | 4 | 0 | |u http://site.ebrary.com/lib/daystar/Doc?id=10120156 |z An electronic book accessible through the World Wide Web; click to view |
| 908 | |a 170314 | ||
| 942 | 0 | 0 | |c EB |
| 999 | |c 72406 |d 72406 | ||