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

by Donna FLUSS

Overview

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.

Product Details

ISBN-13:	9780814429082
Publisher:	AMACOM
Publication date:	08/26/2005
Sold by:	HarperCollins Publishing
Format:	eBook
Pages:	208
File size:	5 MB

About the Author

Donna Fluss is Principal of DMG Consulting LLC, delivering customer-focused business strategy, operations, and technology for Global 2 and emerging companies such as Nortel Networks, RealNetworks, J. Jill Group, Stride Rite, MCI, NICE, HBCS, and Roadway Express. She is a recognized leader and visionary in contact centers and real-time analytics, and a highly sought-after writer and speaker. Ms. Fluss is the author of the industry-leading annual Quality Management/Liability Recording Product and Market Report and the Guide to Successful Contact Center Offshore Outsourcing. She is widely quoted in leading business publications, and writes regularly for Call Center Magazine, ICCM Weekly, Line56.com, Europecontactcenter.com, CRMXchange, Speech Technology, CRM Guru, 1to1 Magazine, and GreaterChinaCRM. She previously was a Vice President and Research Director in Gartner’s CRM practice, where she doubled the revenue of the customer-service strategy area, and consulted to more than 3, clients. Ms. Fluss was also a senior manager and leading business transformation and merger expert at Chase Manhattan Bank. For more information, visit the DMG Consulting website, www.dmgconsult.com, or contact Ms. Fluss at [e-mail].

Editorial Reviews

Call Center Magazine: ..".a book that makes a powerful argument for turning your call center into the kind of corporate asset that executives only dream about."

Call Center Magazine: ."..a book that makes a powerful argument for turning your call center into the kind of corporate asset that executives only dream about."

Call Center Magazine: "...a book that makes a powerful argument for turning your call center into the kind of corporate asset that executives only dream about."

Call Center Magazine: .,."a book that makes a powerful argument for turning your call center into the kind of corporate asset that executives only dream about."

From the Publisher