Real-Time Contact Center: Strategies, T..., Donna Fluss
US $7.69
Condition:
Good
A book that has been read but is in good condition. Very minimal damage to the cover including scuff marks, but no holes or tears. The dust jacket for hard covers may not be included. Binding has minimal wear. The majority of pages are undamaged with minimal creasing or tearing, minimal pencil underlining of text, no highlighting of text, no writing in margins. No missing pages. See the seller’s listing for full details and description of any imperfections.
- Buy It NowReal-Time Contact Center: Strategies, T..., Donna Fluss
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eBay item number:354680742011
Item specifics
- Condition
- 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
- Book Title
- Real-Time Contact Center : Strategies, Tactics, and Technologies for Building a Profitable Service and Sales Operation
- Publisher
- Amacom
- Item Length
- 9 in
- Publication Year
- 2005
- Format
- Trade Paperback
- Language
- English
- Item Height
- 0.5 in
- Genre
- Business & Economics
- Topic
- Customer Relations, Sales & Selling / General, Marketing / Telemarketing
- Item Weight
- 11.7 Oz
- Item Width
- 6 in
- Number of Pages
- 208 Pages
About this product
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
Topic
Customer Relations, Sales & Selling / General, Marketing / Telemarketing
Publication Year
2005
Genre
Business & Economics
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
Dewey Edition
22
TitleLeading
The
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."
Number of Volumes
1 vol.
Dewey Decimal
658.8/12
Edition Description
Special
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|
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
Item description from the seller
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- f***f (1524)- Feedback left by buyer.Past monthVerified purchaseExcellent Seller, Goes the Extra Mile. The Seller Was Incredibly Communicative. Smooth Transaction, Shipped Very Quickly, As Advertised; Good Price; Well Packaged & Delivered Within a Few Days. Item in Described Promised Condition, Thank You Very Much!!!!!!!!!!! A+
- y***0 (347)- Feedback left by buyer.Past 6 monthsVerified purchaseA+++++++seller they gave me a great price and shipped it out immediately and communicated friendly. Shipping was fast and when it arrived it was packaged thoughtfully. The book is brand new and exactly as described. I have come to exect high quality books from them as they are always brand new. I definitely recommend this seller to anyone who wants beautiful books at a great price. Thank you for a great transaction.
- 3***3- Feedback left by buyer.Past monthVerified purchaseAn excellent eBay seller. Great communication. They worked with me to ensure a great experience. The item I bought was all better than described, packed very well and securely, and shipped fast. The asked amount was a very fair market value. I would highly recomment this seller, and would not hesitate to order from them again. Thank you!
Seller feedback (262,645)
- f***f (1524)- Feedback left by buyer.Past monthVerified purchaseExcellent Seller, Goes the Extra Mile. The Seller Was Incredibly Communicative. Smooth Transaction, Shipped Very Quickly, As Advertised; Good Price; Well Packaged & Delivered Within a Few Days. Item in Described Promised Condition, Thank You Very Much!!!!!!!!!!! A+
- y***0 (347)- Feedback left by buyer.Past 6 monthsVerified purchaseA+++++++seller they gave me a great price and shipped it out immediately and communicated friendly. Shipping was fast and when it arrived it was packaged thoughtfully. The book is brand new and exactly as described. I have come to exect high quality books from them as they are always brand new. I definitely recommend this seller to anyone who wants beautiful books at a great price. Thank you for a great transaction.
- 3***3- Feedback left by buyer.Past monthVerified purchaseAn excellent eBay seller. Great communication. They worked with me to ensure a great experience. The item I bought was all better than described, packed very well and securely, and shipped fast. The asked amount was a very fair market value. I would highly recomment this seller, and would not hesitate to order from them again. Thank you!