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The Real-Time Contact Center: Strategies, Tactics, and Technologies for Building a Profitable Service and Sales Operation 0th Edition

14 customer reviews
ISBN-13: 978-0814414439
ISBN-10: 0814414435
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Frequently Bought Together

The Real-Time Contact Center: Strategies, Tactics, and Technologies for Building a Profitable Service and Sales Operation + Call Center Management on Fast Forward: Succeeding in the New Era of Customer Relationships (3rd Edition) + The Executive Guide to Call Center Metrics
Price for all three: $83.34

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Editorial Reviews

Review

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."

Review

"""Donna Fluss really gets it. She knows firsthand how to get the most value

out of that under-appreciated asset, the contact center. Whether you run a

contact center or run a company, in this very practical book, Fluss

brilliantly guides you to the best use of your most precious resource:

customer contacts."" -- Keith Dawson

Editorial Director, Call Center Magazine

& CallCenterMagazine.com

""The Real-Time Contact Center is a great resource for helping contact centers take a proactive approach to sales and service, while reducing operating costs. This book covers all of the hot topics in the industry, and helps readers find the most profitable course for their company. If you're going to read just one book on contact centers, this is the one you should choose."" -- Art Schoeller

Senior Analyst

The Yankee Group

""I truly welcome The Real-Time Contact Center for its comprehensive coverage of the complex web of technology, service, and people that makes up the contact center. In my 25 years in the industry, I have never before come across a book that so thoroughly explores and provides such practical guidance on the crucial areas of contact center strategy and deployment."" -- Aleksander Szlam

Szlam Enterprises, Inc. (formerly the founder and CEO of Melita International)

""Not only is this the definitive book on the 21st century model for contact centers,

but Donna's extraordinary expertise and writing style make this both

important and fun to read! Not a bad combination for something so good for

your business."" -- Paul Greenberg, author, CRM at the Speed of Light"

See all Editorial Reviews
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Product Details

  • Paperback: 208 pages
  • Publisher: AMACOM (August 26, 2005)
  • Language: English
  • ISBN-10: 0814414435
  • ISBN-13: 978-0814414439
  • Product Dimensions: 6 x 0.5 x 9 inches
  • Shipping Weight: 10.4 ounces (View shipping rates and policies)
  • Average Customer Review: 5.0 out of 5 stars  See all reviews (14 customer reviews)
  • Amazon Best Sellers Rank: #1,232,359 in Books (See Top 100 in Books)

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6 of 7 people found the following review helpful By Margaret Schroeder on September 9, 2005
Format: Hardcover
Having been involved in the call center industry since the 1980's, I've read lots of books on call/contact centers. While most have provided nuggets of valuable information none have been able to effectively cover both the strategic and operational issues in such a comprehensive, easy-to-understand manner as Real-Time Contact Center. Every chapter of the book is well written with lots of valuable information. I thought it was so exceptional that I ordered copies for each member of our management staff around the world. Their feedback matches my assessment. Read it yourself, I'm sure you'll agree too.
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1 of 1 people found the following review helpful By JAMES WETTERAU on September 10, 2007
Format: Hardcover
When someone sent me a copy of this book a year ago, I thought it was going to be light reading for a technologist's coffee table. Then I started to read it. This book truly runs the gamut of all the issues that customer service contact centers face today. The book provides a great introduction to contact centers, their technology and both the business and people issues that contact centers face in the 21st century.
People complain with increasing frequency about poor customer service. With great dissatisfaction about call center jobs moving overseas, and service suffering, this book examines all those issues and each chapter gives a list of helpful steps to take to overcome all the obstacles to good customer service.
This is a must read if you need to know about these issues or are working in any part of this exploding industry and need to do your job better.
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1 of 1 people found the following review helpful By Josh Green on August 11, 2005
Format: Hardcover
This book is the most thorough work I've ever seen on the current state of contact centers and the future direction of the industry. Ms. Fluss offers so much practical advice for improving contact center operations--saving money AND improving customer service. Her business and technical observations are right on target. The book gives a step by step process for moving a contact center to the front of the pack and making it stand out from the competition. This is a must-read for anyone in any industry who cares about creating a profitable contact center.
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2 of 3 people found the following review helpful By Mei Lin Fung on August 11, 2005
Format: Hardcover
Imagine if you could really get the service you would like to get:

Your request or inquiry quickly and comprehensively serviced.

And it happens time after time after time.

And it's useful, valuable and believe-it-or-not personally enjoyable to be in touch with the companies who enjoy your business.

One day it will come to pass.

Donna Fluss paints a new world in which person-to-person contact rules!

Sure there's automation but only when its faster and more convenient.

And it all starts with the up-to-this-point lowly call center.

The rules of business are changing drastically. To keep up with the pack:

1. Read this book

2. Then think about what it means if your competition reads it and acts quickly to get a real time contact center underway.

How can your business possibly respond to this double-edged sword, both a threat and an opportunity?

As a customer, I can't wait for that day to come to pass!

Read this book. Please!
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By Arthur C. Hall on November 21, 2005
Format: Hardcover
"The Real-Time Contact Center: Strategies, Tactics and Technologies for Building A Profitable Service and Sales Operation" is simply an amazing book! This is a must have for any call center practitioner that has a passion for leveraging their contact center operation as a strategic weapon in their respective enterprise.

Donna Fluss has extensive experience in the call center space and lays out a clear and succinct road map for organizations to invest heavily in the call center infrastructure as a way to differentiate itself from its competitors.

This is definitely a MUST HAVE and offers practical thought leadership for call center practitioners at every level.

Art Hall

VP, Sales & Customer Care, NetBank, Inc.

President, CRM Association, Atlanta Chapter
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Format: Hardcover
I have been either an executive or consultant in the call center industry for the last 10 years. My area of expertise is increasing sales performance. After reading various books, and periodicals, I unequivocally find this the best resource on the market. Ms. Fluss covers all the bases of how to transform your call center...or dramatically increase its sales and service performance. Her writing style is entertaining, and the checklists at the end of each chapter provide a road map for the transformation. This book should be mandatory reading for all call center executives and managers. I think 10 years from now the term call center will no longer exist, and the term real-time contact center will take its place. If you want to be on that train to the future...this is a must read.
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Format: Hardcover
This book is ideal for two seemingly disparate audiences. One is the person heading up customer care for a company who happens to need to take their functional team up a notch or two. The other is for all those CxOs, and VPs who think they know about customer care (but would only candidly admit this in private, and then only with a gun to their head). Topics (thoroughly) covered include the definition of real-time contact centers, building a support team, in-house v. outsource, on-shore outsourcing v. off-shore outsourcing, etc.

In short: If you want to make your customers happy, read this book!
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