The real-time contact center

Tallennettuna:
Bibliografiset tiedot
Päätekijä: Fluss, Donna
Yhteisötekijä: ebrary, Inc
Aineistotyyppi: Elektroninen E-kirja
Kieli:englanti
Julkaistu: New York, NY : AMACOM Books, c2005.
Painos:1st ed.
Aiheet:
Linkit:An electronic book accessible through the World Wide Web; click to view
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Sisällysluettelo:
  • 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.