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The real-time contact center /

Fluss, Donna.

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The real-time contact center /

Record Type:	Language materials, printed : Monograph/item
Title/Author:	The real-time contact center // Donna Fluss.
Author:	Fluss, Donna.
Published:	New York, NY :AMACOM Books, : c2005.,
Description:	xv, 221 p. :ill. ;24 cm.
[NT 15003449]:	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.
Subject:	Call centers - Computer network resources. -
Online resource:	http://www.loc.gov/catdir/toc/ecip058/2005004120.htmlhttp://www.loc.gov/catdir/toc/ecip058/2005004120.html
ISBN:	0814472567 :

The real-time contact center /
Fluss, Donna.

The real-time contact center /Donna Fluss. - 1st ed. - New York, NY :AMACOM Books,c2005. - xv, 221 p. :ill. ;24 cm.

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.

ISBN: 0814472567 :US27.95

LCCN: 2005004120Subjects--Topical Terms:

779636
Call centers
--Computer network resources.

LC Class. No.: HE8788 / .F58 2005

Dewey Class. No.: 658.8/12

The real-time contact center /
LDR:01470pam a2200205 a 45 001 712534
005 20070319
008 070313s2005 nyua b 001 0 eng
010 $a 2005004120
020 $a 0814472567 : $c US27.95
035 $a IB95T0620
040 $a DLC $c DLC $d DLC
050 0 0 $a HE8788 $b .F58 2005
082 0 0 $a 658.8/12 $2 22
100 $a Fluss, Donna. $3 779635
245 1 4 $a The real-time contact center / $c Donna Fluss.
250 $a 1st ed.
260 $a New York, NY : $c c2005. $b AMACOM Books,
300 $a xv, 221 p. : $b ill. ; $c 24 cm.
504 $a Includes bibliographical references and index.
505 0 $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.
650 $a Call centers $x Computer network resources. $3 779636
650 $a Call centers $x Management. $3 742921
650 $a Customer services $x Management. $3 694192
856 4 1 $3 Table of contents $u http://www.loc.gov/catdir/toc/ecip058/2005004120.html $z http://www.loc.gov/catdir/toc/ecip058/2005004120.html