02008cmm a2200301 4500 214817454 TxAuBib 20120507120000.0 050919s2005||||||||||||||||||||||||eng|u 9780814429082 electronic bk. 0814429084 electronic bk. 9780814472569 0814472567 (OCoLC)61658569 N$T eng N$T OCLCQ IDEBK OCLCQ TUU OCLCQ B24X7 ADU E7B UV0 QE2 DKDLA FVL OCLCQ MERUC TxAuBib Fluss, Donna. The real-time contact center [electronic resource] / Donna Fluss. New York, NY : AMACOM Books, 2005. 1 online resource (xv, 221 p.) : ill. 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. New technology and best practices to turn your contact center into a revenue generator. Call centers Management. Call centers Computer network resources. Customer services Management. BUSINESS & ECONOMICS Customer Relations. Electronic books. https://search.ebscohost.com/login.aspx?direct=true&scope=site&db=nlebk&db=nlabk&AN=139841 EBSCOhost