The real-time contact center - Fluss, Donna (New Delhi PHI Learning, 2009)
Transforming contact centers into real-time enterprises -- The development of the real-time contact center -- Contact center infrastructure -- The power of speech recognition for self-service -- Designing, building, and maintaining a vibrant eService stra
Includes bibliographical references and index.
Keywords: Call centers -- Management; Call centers -- Computer network resources; Customer services -- Management