000			01929cam a22003374a 4500
001			13867969
003			OSt
005			20230131064807.0
008			050211s2005 nyua b 001 0 eng
010			_a 2005004120
020			_a0814472567
020			_z9780814429082 _qebook
040			_aDLC _cUCC Library _dDLC
042			_apcc
050	0	0	_aHE8788 _b.F58 2005
082	0	0	_a658.812 _221
100	1		_aFluss, Donna.
245	1	4	_aThe real-time contact center / _cDonna Fluss.
250			_a1st ed.
260			_aNew York, NY : _bAMACOM Books, _cc2005.
300			_axv, 221 p. : _bill. ; _c24 cm.
504			_aIncludes bibliographical references and index.
505	0		_aTransforming 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		0	_aCall centers _xManagement.
650		0	_aCall centers _xComputer network resources.
650		0	_aCustomer services _xManagement.
856	4	1	_3Table of contents _uhttp://www.loc.gov/catdir/toc/ecip058/2005004120.html
906			_a7 _bcbc _corignew _d1 _eecip _f20 _gy-gencatlg
942			_2ddc _cBK _n0
999			_c403 _d403