The Real-Time Contact Center by Donna Fluss
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 Center" shows how to implement one.
Donna Fluss is the Principal of DMG Consulting LLC, specialising in contact centre strategy, operations, and technology for the Forbes Global 2000 and emerging companies. She is a leading CRM visionary and a well-known writer and speaker.
| SKU | Unavailable |
| ISBN 13 | 9780814472569 |
| ISBN 10 | 0814472567 |
| Title | The Real-Time Contact Center |
| Author | Donna Fluss |
| Condition | Unavailable |
| Binding Type | Hardback |
| Publisher | HarperCollins Focus |
| Year published | 2005-08-26 |
| Number of pages | 208 |
| Cover note | Book picture is for illustrative purposes only, actual binding, cover or edition may vary. |
| Note | Unavailable |