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The real-time contact center - Donna Fluss
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Title
The real-time contact center - Strategies, Tactics, and Technologies for Building
The real-time contact center - Strategies, Tactics, and Technologies for Building
Author
Donna Fluss
Donna Fluss
format
Hardback
Hardback
Publisher
AMACOM
AMACOM
Language
English
English
UK Publication Date
20050801
20050801
Description
Companies looking for a competitive edge must convert their reactive, cost-laden contact programs into proactive, revenue-generating, "real-time" contact centres.
Real-time is a big "buzzword" in the customer service field right now, and this book offers real, practical strategies for turning the call centre into a real-time operation that generates profits.
These centres provide an outstanding customer experience, enhance loyalty, create new revenue, reduce expenses, and streamline the flow of information between the center and the rest of the company.
The Real-Time Contact Centershows how to implement one.
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