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02114nam a22003854a 4500 |
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20200520144314.0 |
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|z 0814472567
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|a (Au-PeEL)EBL243073
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|a HE8788
|b .F58 2005
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4 |
|a 658.8/12
|2 22
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| 100 |
1 |
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|a Fluss, Donna.
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| 245 |
1 |
4 |
|a The real-time contact center
|h [electronic resource] /
|c Donna Fluss.
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| 250 |
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|a 1st ed.
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| 260 |
|
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|a New York, NY :
|b AMACOM Books,
|c c2005.
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| 300 |
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|a xv, 221 p. :
|b ill.
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| 504 |
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|a Includes bibliographical references and index.
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| 505 |
0 |
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|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.
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| 533 |
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|a Electronic reproduction. Ann Arbor, MI : ProQuest, 2015. Available via World Wide Web. Access may be limited to ProQuest affiliated libraries.
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| 650 |
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0 |
|a Call centers
|x Management.
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| 650 |
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0 |
|a Call centers
|x Computer network resources.
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| 650 |
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0 |
|a Customer services
|x Management.
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| 655 |
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4 |
|a Electronic books.
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| 710 |
2 |
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|a ProQuest (Firm)
|
| 856 |
4 |
0 |
|u https://ebookcentral.proquest.com/lib/matrademy/detail.action?docID=243073
|z Click to View
|
