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

by Donna Fluss

Book Overview

"To get a competitive edge in a world of commoditized service, companies have to convert their reactive, cost-oriented contact centers into predictive, engaged, revenue-generating, real-time profit... This description may be from another edition of this product.

• Format: Hardcover
• Language: English
• ISBN: 0814472567
• ISBN13: 9780814472569
• Release Date: August 2005
• Publisher: AMACOM/American Management Association
• Length: 221 Pages
• Weight: 1.10 lbs.
• Dimensions: 0.9" x 6.4" x 9.2"
• Age Range: 17 years and up
• Grade Range: Grade 12 and higher

Customer Reviews

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.

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 of the elements that make up a successful operation. This was a great read!

Strategy and Operations Both

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.

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. 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.

Your competition does not want you to read this book

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!