.

0 (hodnocen0 x )

EB

ONLINE

1st ed.

New York, NY : AMACOM Books, c2005

1 online resource (xv, 221 p.) : ill

ISBN 0814472567

Includes bibliographical references and index

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.

Electronic reproduction. Ann Arbor, MI : ProQuest, 2015. Available via World Wide Web. Access may be limited to ProQuest affiliated libraries

001686657

full

(Au-PeEL)EBL243073

(CaONFJC)MIL112688

(CaPaEBR)ebr10120156

(MiAaPQ)EBC243073

(OCoLC)475962744