by Donna Fluss · AMACOM · tapa blanda · ISBN 9780814414439
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«The Real-Time Contact Center» is Donna Fluss's practical business guide, published by AMACOM in paperback (208 pages, in English).
Guide to transforming reactive, cost-centric contact centers into real-time profit centers. Explains how to build the business case, choose technologies, strengthen self-service, collaborate with sales and marketing, and motivate the team, with implementation plans and self-assessment checklists to optimize every interaction.
Subtitled «Strategies, Tactics, and Technologies for Building a Profitable Service and Sales Operation»; areas: marketing, telemarketing, sales, and customer relations. Published in 2005.
Aimed at contact center and customer service executives seeking to turn them into a competitive advantage and revenue source.
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