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The Real-Time Contact Center
Author
Donna FLUSS
Release Date: 2005/08/01
ISBN: 9780814472569
Topic:
System Administration
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Book Description
New technology and best practices to turn your contact center into a revenue generator.
Table of Contents
Cover Page
Title Page
Copyright Page
Contents
Preface
Acknowledgments
1 Transforming Contact Centers into Real-Time Enterprises
Redefining the Contact Center’s Mission
Reactive to Proactive: The Challenge of Transition
Twelve Top Trends in Contact Centers
Seizing Opportunities for Growth
Contact Center Maturity Checklist
2 The Development of the Real-Time Contact Center
What Is a Real-Time Contact Center?
How the Real-Time Contact Center Impacts the Corporation
From Call Router to Service Provider: The Expanding Role of the Real-Time Contact Center
Achieving Outstanding Service: Optimizing People, Process, and Technology
Contact Center Cost Structure
Contact Center Performance Management
Optimizing the Performance of Contact Center Agents
Added Value of the Real-Time Contact Center to Sales and Marketing
Real-Time Contact Center Evaluation Checklist
3 Contact Center Infrastructure
The Changing Business Landscape Alters the Contact Center’s Mission
Essential Components of Contact Center Infrastructure
Operational Enhancements: Complementary Systems
Service Flexibility: Multichannel Support
Role of Internet Protocol in Real-Time Contact Centers
Acquiring Appropriate Contact Center Infrastructure
Contact Center Integration Requirements
Security and Backup
System and Application Requirements
Four Key Technology Factors to Consider Before Purchase
Contact Center Infrastructure Best Practices Checklist
4 The Power of Speech Recognition for Self-Service
Self-Service: From Cost-Saving Necessity to Customer Requirement
Adapting Service to Changing Customer Behavior
Speech Recognition Is Ready for Prime Time
Benefits of Speech Recognition
Speech Recognition Return on Investment
Speech Recognition Costs
Cost Savings of Speech Recognition
Expanding Self-Service with Speech Recognition
Speech Recognition Application Development Standards: Paving the Way for Future Growth
The Speech Recognition Market
Getting Started with Speech Recognition
Speech Recognition Implementation Checklist
5 Designing, Building, and Maintaining a Vibrant E-Service Strategy
Designing a Compelling Web-Based Self-Service Environment
Standard E-Service Modules
Selecting an E-Service Vendor
E-Service Application Selection Guidelines
E-Mail Customer Service
Internet Security
E-Service Return on Investment
E-Service Best Practices Implementation Checklist
6 The Strategic Role of Quality Management and Liability Recording
The Financial Benefits of Quality Management
Overview of Quality Management/Liability Recording Market
Quality Management Product Capabilities
Quality Management/Liability Recording Market
Quality Management/Liability Recording Trends
Quality Management Best Practices
Keeping Quality Management Procedures Relevant and Up to Date
Quality Management Checklist
7 The Role of Performance Management in Real-Time Contact Centers
What Is Contact Center Performance Management?
Fundamental Functions of Performance Management
The Benefits of Performance Management
Building a Successful Performance Management Program
Winning Organizational Support for Performance Management
Cross-Organizational Benefits
Performance Management Market
Performance Management Readiness Checklist
8 Productivity and Quality Enhancement Systems in Real-Time Contact Centers
Optimize Staffing: Workforce Management Applications
Surveying Software
E-Learning: Computer-Based Training
Implementing a Knowledge Management Program
Cost-Justifying Contact Center Technology Investments
Productivity and Quality Enhancement Systems Checklist
9 Real-Time Analytics: Conquering the Unstructured Data Challenge
Real-Time Analytics Defined
Integrating Contact Centers into Corporate Strategy with Real-Time Analytics Applications
Benefits of Real-Time Analytics
How Real-Time Analytics Works
Early Adopters Enjoy Great Results
The Real-Time Analytics Market
Real-Time Analytics Best Practices
Real-Time Analytics Readiness Checklist
10 Contact Center Staffing and Management
Organizing and Staffing a Real-Time Contact Center
Common Contact Center Job Descriptions
Combating Agent Attrition: The Contact Center’s Role in Career Development
Hiring Best Practices
Training: Key Component of a Successful Contact Center
Evaluating the Performance of Contact Center Agents
Managing Agent Attrition
Universal Agents
Determining Optimum Staff Size and Site Location
Managing the Culture of Constant Improvement
Contact Center Management Success Checklist
11 Building and Managing Contact Centers
The Pros and Cons of Different Acquisition Models
Building an In-House Contact Center
Determining if Outsourcing Is the Right Choice for You
Hosted Solution: On-Demand Application Service Providers
When to Use Consultants
Building In-House Versus Outsourcing Checklist
12 Navigating the Offshore Landscape
The Offshore Outsourcing Economics Argument
Nonfinancial Site Selection Criteria
Offshore Contact Center Models
Contact Center Selection Process
Service Level Agreements
Contract Terms and Conditions
Managing the Relationship
Offshore Outsourcing Best Practices
Offshore Outsourcing Market
Offshore Outsourcing Checklist
13 Creating a World-Class Real-Time Engaged Contact Center
What Is World-Class Service?
Role of Senior Management in Providing World-Class Service
Best Practices for Building and Maintaining a World-Class Contact Center
Building a Culture of Constant Change
Road Map for Transforming Your Contact Center into a Strategic Player
Migrating from a Call Center to a Cost-Oriented Contact Center
Migrating from a Cost-Oriented to a Profit-Oriented Contact Center
Migrating from a Profit-Oriented Contact Center to a Real-Time Engaged Contact Center
World-Class Contact Center Checklist
14 Maximizing the Benefits of the Real-Time Contact Center
Real-Time Contact Centers: Revenue Generators and Competitive Necessity
Technology: An Essential Enabler of Real-Time Contact Centers
Contact Center Investments: The Return on Investment and Total Cost of Ownership
Do It Yourself, Hire Consultants, or Outsource?
Building a Real-Time Contact Center
A Final Word
Glossary of Abbreviations and Acronyms
Index