Edition |
1st ed. |
Description |
xv, 221 p. : ill. |
Bibliography |
Includes bibliographical references and index. |
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. |
Reproduction |
Electronic reproduction. Ann Arbor, MI : ProQuest, 2015. Available via World Wide Web. Access may be limited to ProQuest affiliated libraries. |
Subject |
Call centers -- Management.
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Call centers -- Computer network resources.
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Customer services -- Management.
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Genre/Form |
Electronic books.
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Added Author |
ProQuest (Firm)
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ISBN |
0814472567 |
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