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The real-time contact center

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Kaydedildi:
Yazar: Fluss, Donna
Müşterek Yazar: ebrary, Inc
Materyal Türü: Elektronik Ekitap
Dil:İngilizce
Baskı/Yayın Bilgisi: New York, NY : AMACOM Books, c2005.
Edisyon:1st ed.
Konular:
Call centers > Management.
Call centers > Computer network resources.
Customer services > Management.
Electronic books.
Online Erişim:An electronic book accessible through the World Wide Web; click to view
Etiketler: Etiketle
Etiket eklenmemiş, İlk siz ekleyin!
İçindekiler:
  • 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.

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