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The Real – Time Contact Center : Strategies, Tactics, And Technologies For Building A Profitable Service And Sales Operation
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ISBN
:
9788120337541
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Publisher
:
Phi Learning
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Subject
:
Business & Management
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Binding
:
Paperback
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Pages
:
240
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Year
:
2009
₹
325.0
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292.0
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Description
It is a practical guide to building a service infrastructure that will simultaneously exceed your customers’ expectations, and build revenues. This book is packed with step-by-step implementation plans for making the transformation from a reactive cost center to a proactive revenue generator. This book will help you to : 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. Reduce costs by strengthening your self-service applicationsto improve their efficiency and to reduce dependence on service representatives. Hire, train and motivate staff to keep your contact center at the top of its game. Make smart, ethical decisions regarding offshore outsourcing. Table of Contents Preface Acknowledgements 1. Transforming Contact Centers into Real-Time Enterprises 2. The Development of the Real-Time Contact Center 3. Contact Center Infrastructure 4. The Power of Speech Recognition for Self-Service 5. Designing, Building and Maintaining a Vibrant E-Service Strategy 6. The Strategic Role of Quality Management and Liability Recording 7. The Role of Performance Management in Real-Time Contact Centers 8. Productivity and Quality Enhancement Systems in Real-Time Contact Centers 9. Real-Time Analytics: Conquering the Unstructured Data Challenge 10. Contact Center Staffing and Management 11. Building and Managing Contact Centers 12. Navigating the Offshore Landscape 13. Creating a World-Class Real-Time Engaged Contact Center 14. Maximizing the Benefits of the Real-Time Contact Center Glossary of Abbreviations and Acronyms Index
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