Title The real-time contact center / Donna Fluss

Edition 1st ed Published New York : AMACOM Books, [2005]

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Description 1 online resource Contents Transforming contact centers into real-time enterprises -- Redefining the Contact Centers Mission -- Reactive to Proactive: The Challenge of Transition -- Twelve Top Trends in Contact Centers -- Seizing Opportunities for Growth -- Contact Center Maturity Checklist -- 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 -- The Changing Business Landscape Alters the Contact Centers Mission -- Essential Components of Contact Center Infrastructure -- Operational Enhancements: Complementary Systems -- Service Flexibility: Multichannel Support -- Role of Internet Protocol in Real-Time Contact Centers -- Acquiring Appropriate Contact Center Infrastructure -- Contact Center Integration Requirements -- Security and Backup -- System and Application Requirements -- Four Key Technology Factors to Consider Before Purchase -- Contact Center Infrastructure Best Practices Checklist -- 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 -- Benefits of Speech Recognition -- Speech Recognition Return on Investment -- Speech Recognition Costs -- Cost Savings of Speech Recognition -- Expanding Self-Service with Speech Recognition -- Speech Recognition Application Development Standards: Paving the Way for Future Growth -- The Speech Recognition Market -- Getting Started with Speech Recognition -- Speech Recognition Implementation Checklist -- Designing, building, and maintaining a vibrant eService strategy -- Designing a Compelling Web-Based Self-Service Environment -- Standard E-Service Modules -- Selecting an E-Service Vendor -- E-Service Application Selection Guidelines -- E-Mail Customer Service -- Internet Security -- E-Service Return on Investment -- E-Service Best Practices Implementation Checklist -- The 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 Quality Management Checklist -- 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 -- Productivity and quality enhancement systems in real-time contact centers -- Optimize Staffing: Workforce Management Applications -- Surveying Software -- E-Learning: Computer-Based Training -- Implementing a Knowledge Management Program -- Cost-Justifying Contact Center Technology Investments -- Productivity and Quality Enhancement Systems Checklist -- Real-time analytics : conquering the unstructured data challenge -- Real- Time Analytics Defined -- Integrating Contact Centers into Corporate Strategy with Real-Time Analytics Applications -- Benefits of Real-Time Analytics -- How Real-Time Analytics Works -- Early Adopters Enjoy Great Results -- The Real-Time Analytics Market -- Real-Time Analytics Best Practices -- Real-Time Analytics Readiness Checklist -- Contact center staffing and management -- Common Contact Center Job Descriptions -- Combating Agent Attrition: The Contact Centers Role in Career Development -- Hiring Best Practices -- Training: Key Component of a Successful Contact Center -- Evaluating the Performance of Contact Center Agents -- Managing Agent Attrition -- Universal Agents -- Determining Optimum Staff Size and Site Location -- Managing the Culture of Constant Improvement -- Contact Center Management Success Checklist -- Building and managing contaters -- The Pros and Cons of Different Acquisition Models -- Building an In-House Contact Center -- Determining if Outsourcing Is the Right Choice for You -- Hosted Solution: On-Demand Application Service Providers -- When to Use Consultants -- Building In-House Versus Outsourcing -- Checklist -- Navigating the offshore landscape -- The Offshore Outsourcing Economics ArgumentNonfinancial Site Selection Criteria -- Offshore Contact Center Models -- Contact Center Selection Process -- Service Level Agreements -- Contract Terms and Conditions -- Managing the Relationship -- Offshore Outsourcing Best Practices -- Offshore Outsourcing Market -- Offshore Outsourcing Checklist -- Creating a world-class real-time engaged contact center -- What Is World-Class Service? -- Role of Senior Management in Providing World-Class Service -- Best Practices for Building and Maintaining a World-Class Contact Center -- Building a Culture of Constant Change -- Road Map for Transforming Your Contact Center into a Strategic Player -- Migrating from a Call Center to a Cost-Oriented Contact Center -- Migrating from a Cost-Oriented to a Profit-Oriented Contact Center -- Migrating from a Profit-Oriented Contact Center to a Real-Time Engaged Contact Center -- World-Class Contact Center Checklist -- Maximizing the benefits of the real-time contact center -- Real-Time Contact Centers: Revenue Generators and Competitive Necessity -- Technology: An Essential Enabler of Real-Time Contact Centers -- Contact Center Investments: The Return on Investment and Total Cost of Ownership -- Do It Yourself, Hire Consultants, or Outsource? -- Building a Real-Time Contact Center -- A final word -- Glossary of Abbreviations and Acronyms -- Index Summary New technology and best practices to turn your contact center into a revenue generator Bibliography Includes bibliographical references and index Notes English Print version record and provided by publisher Subject Call centers -- Management Call centers -- Computer network resources Customer services -- Management BUSINESS & ECONOMICS -- Customer Relations. Call centers -- Computer network resources. Call centers -- Management. Customer services -- Management. Form Electronic book LC no. 2020689245 ISBN 9780814429082 0814429084 0814472567 9780814472569 1281126888 9781281126887 9786611126889 6611126880

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