The Real-Time Contact Center: Strategies, Tactics, and by Donna Fluss

By Donna Fluss

Businesses searching for a aggressive area needs to convert their reactive, cost-laden touch courses into proactive, revenue-generating, "real-time" touch centres. Real-time is a giant "buzzword" within the customer support box without delay, and this publication deals actual, sensible techniques for turning the decision centre right into a real-time operation that generates gains. those centres supply a great patron event, increase loyalty, create new profit, decrease expenditures, and streamline the move of data among the heart and the remainder of the corporate. "The Real-Time touch middle" exhibits how one can enforce one.

Show description

Read or Download The Real-Time Contact Center: Strategies, Tactics, and Technologies for Building a Profitable Service and Sales Operation PDF

Similar sales books

I Brake for Yard Sales

Stable Morning the United States correspondent Lara Spencer is a self-confessed frugalista with a keenness for procuring at backyard revenues, thrift retailers, and property revenues, and for adorning her domestic and friends' houses along with her really good reveals. In I Brake for backyard revenues, Lara stocks her secrets and techniques for discount looking and tells you the place to buy, what to appear for, the best way to pay for it, the best way to repair it, and eventually, the place to place it at your residence.

Real Estate Presentations That Make Millions

Simply one other hypey identify that does not bring what promises.

This writer wrote a host of books and simply copied and pasted details from one ebook to the opposite books in huge cuantity :(

Optimizing the Power of Action Learning: Real-Time Strategies for Developing Leaders, Building Teams, and Transforming Organizations

This re-creation of the groundbreaking guidebook places the motion in motion studying, in actual fact demonstrating how and why this strong procedure for addressing modern day more and more complicated organizational demanding situations truly works. From Saudi Arabia to Singapore, Sweden to South Africa, profiles of such worldwide a hundred leaders as GE, Sony, and Boeing inform the tale of the facility of motion studying to create new items, increase carrier caliber, and remodel organizational cultures for aggressive virtue and sustained good fortune.

Beyond Booked Solid: Your Business, Your Life, Your Way--It's All Inside

In past Booked reliable, Michael Port returns with new strategies for growing to be your online business even larger. Port's e-book your self stable was once a tremendous hit between specialist provider services and small company vendors who realized to grasp the artwork of attracting consumers and holding them chuffed. during this e-book, he is helping your enterprise continue to grow through taking your next step, past booked reliable.

Additional resources for The Real-Time Contact Center: Strategies, Tactics, and Technologies for Building a Profitable Service and Sales Operation

Example text

There are three basic ways to acquire your core contact center infrastructure: • Purchase. In this case, you acquire your own infrastructure. If you intend to use the same equipment for more than 3 years, it is almost always cheaper to purchase. This also gives you full control and in-house expertise. If you are in it for the long haul and can afford it, this is the way to go. • Rent/Host. When you rent or host, you contract with a hosting company to provide access to the infrastructure you need.

Customers respond by pressing keys on their telephone keypad. Self-Service: Speech Recognition During the past three years, speech recognition applications have become more common in contact centers. The adoption of speech recognition solutions is expected to be greater in 2005 than in any prior period, as the technology is mature and the use of standards is making these systems easier to deploy. Speech recognition applications are similar to IVRs in that they automate calls that would otherwise be handled by agents but are unlike touch-tone IVRs in that users communicate with these applications by speaking.

Internet protocol was introduced in the 1970s and standardized in 1981. By the late 1990s IP was being heralded as a more efficient method for moving calls and provided a technical foundation for a new generation of switches. Internet protocol switches were viewed as having the potential to replace the original time division multiplexer (TDM)–based switches. Internet protocol has the advantage of not The Development of the Real-Time Contact Center > 13 differentiating processing based on the type of transaction, whether voice or data.

Download PDF sample

Rated 4.98 of 5 – based on 6 votes