The Real- Time Contact Center

Donna Fluss

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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.

What will you learn from this book

  1. Real-Time Monitoring: Fluss emphasizes the importance of real-time monitoring of contact center operations to identify issues and opportunities for improvement.

  2. Data Analysis: Analyzing data in real-time can help contact centers make informed decisions and optimize their operations.

  3. Multichannel Communication: Contact centers need to be equipped to handle communications through various channels, such as phone, email, chat, and social media, in real-time.

  4. Customer Experience: Providing a seamless and personalized customer experience in real-time is crucial for customer satisfaction and loyalty.

  5. Agent Empowerment: Empowering agents with the right tools and information can help them resolve issues more efficiently and effectively.

  6. Workforce Management: Real-time workforce management allows contact centers to optimize staffing levels based on current demand.

  7. Technology Integration: Integrating various technologies, such as CRM systems and call routing software, is essential for real-time operations.

  8. Continuous Improvement: Fluss emphasizes the importance of continuous improvement in contact center operations to keep up with changing customer expectations and technology.

  9. Metrics and KPIs: Tracking key performance indicators (KPIs) in real-time can help contact centers measure their performance and identify areas for improvement.

  10. Adaptability: Contact centers need to be adaptable and able to respond quickly to changes in customer behavior and market conditions.

Language English
ISBN-10 0814472567
ISBN-13 9780814472569
No of pages 221
Font Size Medium
Book Publisher Amacom
Published Date 01 Aug 2005

About Author

Author : Donna Fluss

2 Books

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