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Real-Time Contact Center: Strategies, T..., Donna Fluss
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Gut: Buch, das gelesen wurde, sich aber in einem guten Zustand befindet. Der Einband weist nur sehr ...
ISBN
0814414435
EAN
9780814414439
Date of Publication
20180430
Publication Name
N/A
Type
Paperback
Release Title
Real-Time Contact Center: Strategies, Tactics, and Technologie...
Artist
Donna Fluss
Brand
N/A
Colour
N/A

Über dieses Produkt

Product Identifiers

Publisher
Amacom
ISBN-10
0814414435
ISBN-13
9780814414439
eBay Product ID (ePID)
69820851

Product Key Features

Book Title
Real-Time Contact Center : Strategies, Tactics, and Technologies for Building a Profitable Service and Sales Operation
Number of Pages
208 Pages
Language
English
Publication Year
2005
Topic
Customer Relations, Sales & Selling / General, Marketing / Telemarketing
Genre
Business & Economics
Author
Donna Fluss
Format
Trade Paperback

Dimensions

Item Height
0.5 in
Item Weight
11.7 Oz
Item Length
9 in
Item Width
6 in

Additional Product Features

Intended Audience
Trade
Reviews
Call Center Magazine: "...a book that makes a powerful argument for turning your call center into the kind of corporate asset that executives only dream about."
TitleLeading
The
Dewey Edition
22
Number of Volumes
1 vol.
Dewey Decimal
658.8/12
Table Of Content
Preface Acknowledgments 1 Transforming Contact Centers into Real-Time Enterprises Twelve Top Trends in Contact Centers Seizing Opportunities for Growth Contact Center Maturity Checklist 2 The Development of the Real-Time Contact Center What Is a Real-Time Contact Center? How the Real-Time Contact Center Impacts the Corporation From Call Router to Service Provider: The Expanding Role of the Real-Time Contact Center Achieving Outstanding Service: Optimizing People, Process, and Technology Contact Center Cost Structure Contact Center Performance Management Optimizing the Performance of Contact Center Agents Added Value of the Real-Time Contact Center to Sales and Marketing Real-Time Contact Center Evaluation Checklist 3Contact Center Infrastructure The Changing Business Landscape Alters the Contact Center's Mission Essential Components of Contact Center Infrastructure Operational Enhancements: Complementary Systems Service Flexibility: Multi-Channel Support Role of Internet Protocol in Real-Time Contact Centers Acquiring Appropriate Contact Center Infrastructure Contact Center Integration Requirements Security and Back-Up System and Application Requirements Four Key Technology Factors to Consider Before Purchase Contact Center Infrastructure Best Practices Checklist 4 The Power of Speech Recognition for Self-Service Self-Service: From Cost-Saving Necessity to Customer Requirement Adapting Service to Changing Customer Behavior Speech Recognition Is Ready for Prime Time Speech Recognition Return on Investment Speech Recognition Costs Expanding Self-Service with Speech Recognition Speech Recognition Application Development Standards: Paving the Way for Future Growth The Speech Recognition Market Getting Started Self-Service: From Cost-Saving Necessity to Customer Requirement with Speech Recognition Adapting Service to Changing Customer Behavior Getting Started with Speech Recognition Speech Recognition Implementation Checklist 5 Designing, Building, and Maintaining a Vibrant eService Strategy Designing a Compelling Web-Based Self-Service Environment Standard eService Modules Selecting an eService Vendor eService Application Selection Guidelines Email Customer Service Internet Security eService Return on Investment eService Best Practices Implementation Checklist 6 Strategic Role of Quality Management and Liability Recording The Financial Benefits of Quality Management Overview of Quality Management/Liability Recording Market Quality Management Product Capabilities Quality Management/Liability Recording Market Quality Management/Liability Recording Trends Quality Management Best Practices Keeping Quality Management Procedures Relevant and Up-to-Date 7 The Role of Performance Management in Real-Time Contact Centers What Is Contact Center Performance Management? Fundamental Functions of Performance Management The Benefits of Performance Management Building a Successful Performance Management Program Winning Organizational Support for Performance Management Cross-Organizational Benefits Performance Management Market Performance Management Readiness Checklist 8 Productivity and Quality Enhancement Systems in Real-Time Contact Centers Optimize Staffing: Workforce Management Applications Surveying Software|9780814414439|
Edition Description
Special
Synopsis
To get a competitive edge in a world of commoditized service, companies have to convert their reactive, cost-oriented contact centers into predictive, engaged, revenue-generating, real-time profit centers. A real-time contact center provides an outstanding customer experience, enhances loyalty, increases sales, reduces expenses, and streamlines information flow between the center and the company at large -- all of which adds up to substantial bottom-line improvement. The Real-Time Contact Center is a practical guide to building a service infrastructure that will simultaneously exceed your customers' expectations, and build revenues. This timely book will help you: Establish the business case for transforming your contact center into a real-time profit center. * Sort through the technologies and systems that enable real-time contact centers, and learn the best ways to use them. * Build profitable relationships with sales and marketing. * Strengthen your self-service applications to improve their efficiency and to reduce dependence on service representatives, enabling significant cost reductions. * Hire, train, and motivate staff to keep your contact center at the top of its game. * Make smart, ethical decisions regarding offshore outsourcing. The book is packed with step-by-step implementation plans for migrating from your current model to the real-time contact center, and offers a complete package of winning strategies, practical guidelines, and best practices. Each chapter includes self-assessment checklists for use by all the crucial players in your contact environment. The Real-Time Contact Center analyzes the business trends that are driving change in the contact center market, and provides vendor names and a market overview of key call center technology, systems, and applications. The book also discusses how to optimize management and processes to ensure your people are well positioned to deliver extraordinary service with every interaction. Most importantly, The Real-Time Contact Center will show you how to make this crucial transformation without disrupting your current service initiatives. With the powerful tools and practical recommendations in this book, you will transfer quickly and seamlessly to a world-class contact center that's designed to generate substantial revenue, delight your customers, reduce expenses, and make your organization the envy of its industry., A real-time contact center provides an outstanding customer experience, enhances loyalty, increases sales, reduces expenses, and streamlines information flow between the center and the company at large -- all of which adds up to substantial bottom-line improvement. The Real-Time Contact Center is a practical guide to building a service infrastructure that will simultaneously exceed your customers' expectations, and build revenues

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