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The real-time contact center /

Fluss, Donna.

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The real-time contact center /

紀錄類型:	書目-語言資料,印刷品 : Monograph/item
正題名/作者:	The real-time contact center // Donna Fluss.
作者:	Fluss, Donna.
出版者:	New York, NY :AMACOM Books, : c2005.,
面頁冊數:	xv, 221 p. :ill. ;24 cm.
內容註:	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.
標題:	Call centers - Computer network resources. -
電子資源:	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 /
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245 1 4 $a The real-time contact center / $c Donna Fluss.
250 $a 1st ed.
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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