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

~ (Author)
Key Phrases: contact center investments, contact center infrastructure, contact center market, United States, North America, Witness Systems (more...)

Editorial Reviews

Review

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

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."

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Product Details

• Hardcover: 208 pages
• Publisher: AMACOM; illustrated edition edition (August 30, 2005)
• Language: English
• ISBN-10: 0814472567
• ISBN-13: 978-0814472569
• Product Dimensions: 9.1 x 6.1 x 1.1 inches
• Shipping Weight: 1 pounds
• Average Customer Review: 5.0 out of 5 stars  See all reviews (14 customer reviews)
• Amazon.com Sales Rank: #529,543 in Books (See Bestsellers in Books)

Customer Reviews

Most Helpful Customer Reviews

4 of 4 people found the following review helpful:

5.0 out of 5 stars Strategy and Operations Both, September 9, 2005

By	Margaret Schroeder - See all my reviews (REAL NAME)

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.

3 of 3 people found the following review helpful:

5.0 out of 5 stars Your competition does not want you to read this book, August 11, 2005

By	Mei Lin Fung "CRM Pioneer" (California, USA) - See all my reviews (REAL NAME)

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!

5.0 out of 5 stars Everything You Wanted to Know About Contact Centers and Were Afraid to Ask, September 10, 2007

By	JAMES WETTERAU (Garner, NC) - See all my reviews (REAL NAME)

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.