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

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

5.0 out of 5 stars See all reviews (14 customer reviews)

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The Executive Guide to Call Center Metrics by James C. Abbott
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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 (View shipping rates and policies)

Average Customer Review: 5.0 out of 5 stars See all reviews (14 customer reviews)

Amazon.com Sales Rank: #207,553 in Books (See Bestsellers in Books)

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Front Cover | Table of Contents | First Pages | Index | Surprise Me!

Inside This Book (learn more)

Key Phrases - Statistically Improbable Phrases (SIPs): (learn more)
contact center investments, contact center infrastructure, contact center market, small contact centers, center performance management, center infrastructure providers, agent attrition rates, contact center systems, large contact centers, contact center agents, contact center staff, contact center activities, contact center managers, agent talk time, contact center management, universal queue, speech analytics, contact center environment, contact center solutions, liability recording, average talk time, surveying software, share customer information, agent productivity, customer insights

Key Phrases - Capitalized Phrases (CAPs): (learn more)
United States, North America, Witness Systems, Cisco Systems, Concerto Software, Nortel Networks, West Corporation, British Telecom, Chordiant Software Inc, Envision Telephony, Global Services, Magnetic North Software Limited, Siebel Systems, Wygant Scientific

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Front Cover | Table of Contents | First Pages | Index | Surprise Me!

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	66% buy the item featured on this page: The Real-Time Contact Center: Strategies, Tactics, and Technologies for Building a Profitable Service and Sales Operation 5.0 out of 5 stars (14) $18.45
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Customer Reviews

14 Reviews

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5.0 out of 5 stars (14 customer reviews)

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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.

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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!

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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.

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Most Recent Customer Reviews

5.0 out of 5 stars Realistic, honest, and proven!
The Real-Time Contact Center is easy to read, clearly based on real-world experience, and cutting-edge. Read more

Published on May 19, 2006 by C. Valcourt

5.0 out of 5 stars Real-time insight to Contact Center Solutions
This is a superb book offering an overview of how to engage with customers in real-time along with all the ins and outs of the contact center. Read more

Published on April 7, 2006 by Debora Glennon

5.0 out of 5 stars The most comprehensive book to transform your sales performance
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. Read more

Published on March 3, 2006 by Alan K. Himmelreich

5.0 out of 5 stars Hope that your competitors haven't read this book!
This book clearly outlines the strategy to turn your contact center into a corporate asset. The writing is concise, the illustrations are many and useful. Read more

Published on February 23, 2006 by Guy G. Jones

5.0 out of 5 stars Simply Amazing!
"The Real-Time Contact Center: Strategies, Tactics and Technologies for Building A Profitable Service and Sales Operation" is simply an amazing book! Read more

Published on November 21, 2005 by Arthur C. Hall

5.0 out of 5 stars Clear enough for novices, advanced enough for experts
As a novice in the speech technology industry, I read The Real-Time Contact Center and found it to be the ideal way for me to quickly gain a thorough overview of this dynamic and... Read more

Published on November 9, 2005 by Daniel Berg

5.0 out of 5 stars If you need to know how to support your customers...
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... Read more

Published on November 2, 2005 by Dave Hardwick

5.0 out of 5 stars Good Contact Center Managing Tool
I found it's quite easy-to-read and really helps to get to know real-time contact center managing know how stey-by-step.

Published on September 29, 2005 by Wang Shu Hsin

5.0 out of 5 stars Thorough, Clear and Actionable
As someone who's read many, many books that both directly and indirectly relate to contact centers, I don't believe I've ever read one that so thoroughly and clearly addresses all... Read more

Published on September 13, 2005 by K. Emenecker

5.0 out of 5 stars Great guide to contact centers
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. Read more

Published on August 11, 2005 by Josh Green

› See all 14 customer reviews...

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