The real-time contact center
New technology and best practices to turn your contact center into a revenue generator.
| Autor principal: | |
|---|---|
| Formato: | Libro electrónico |
| Idioma: | Inglés |
| Publicado: |
New York, NY :
AMACOM Books
c2005.
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| Edición: | 1st ed |
| Materias: | |
| Ver en Biblioteca Universitat Ramon Llull: | https://discovery.url.edu/permalink/34CSUC_URL/1im36ta/alma991009644318006719 |
Tabla de Contenidos:
- 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.
