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

3.36 avg rating
( 14 ratings by Goodreads )
 
9780814414439: The Real-Time Contact Center: Strategies, Tactics, and Technologies for Building a Profitable Service and Sales Operation
View all copies of this ISBN edition:
 
 

"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 centers. A real-time contact center provides an outstanding customer experience, enhances loyalty, increases sales, reduces expenses, and streamlines information flow between the center and the company at large -- all of which adds up to substantial bottom-line improvement. The Real-Time Contact Center is a practical guide to building a service infrastructure that will simultaneously exceed your customers’ expectations, and build revenues. This timely book will help you: Establish the business case for transforming your contact center into a real-time profit center. * Sort through the technologies and systems that enable real-time contact centers, and learn the best ways to use them. * Build profitable relationships with sales and marketing. * Strengthen your self-service applications to improve their efficiency and to reduce dependence on service representatives, enabling significant cost reductions. * Hire, train, and motivate staff to keep your contact center at the top of its game. * Make smart, ethical decisions regarding offshore outsourcing. The book is packed with step-by-step implementation plans for migrating from your current model to the real-time contact center, and offers a complete package of winning strategies, practical guidelines, and best practices. Each chapter includes self-assessment checklists for use by all the crucial players in your contact environment. The Real-Time Contact Center analyzes the business trends that are driving change in the contact center market, and provides vendor names and a market overview of key call center technology, systems, and applications. The book also discusses how to optimize management and processes to ensure your people are well positioned to deliver extraordinary service with every interaction. Most importantly, The Real-Time Contact Center will show you how to make this crucial transformation without disrupting your current service initiatives. With the powerful tools and practical recommendations in this book, you will transfer quickly and seamlessly to a world-class contact center that’s designed to generate substantial revenue, delight your customers, reduce expenses, and make your organization the envy of its industry."

"synopsis" may belong to another edition of this title.

About the Author:

Donna Fluss is Principal of DMG Consulting LLC, delivering customer-focused business strategy, operations, and technology for Global 2 and emerging companies such as Nortel Networks, RealNetworks, J. Jill Group, Stride Rite, MCI, NICE, HBCS, and Roadway Express. She is a recognized leader and visionary in contact centers and real-time analytics, and a highly sought-after writer and speaker. Ms. Fluss is the author of the industry-leading annual Quality Management/Liability Recording Product and Market Report and the Guide to Successful Contact Center Offshore Outsourcing. She is widely quoted in leading business publications, and writes regularly for Call Center Magazine, ICCM Weekly, Line56.com, Europecontactcenter.com, CRMXchange, Speech Technology, CRM Guru, 1to1 Magazine, and GreaterChinaCRM. She previously was a Vice President and Research Director in Gartner’s CRM practice, where she doubled the revenue of the customer-service strategy area, and consulted to more than 3, clients. Ms. Fluss was also a senior manager and leading business transformation and merger expert at Chase Manhattan Bank. For more information, visit the DMG Consulting website, www.dmgconsult.com, or contact Ms. Fluss at donna.fluss@dmgconsult.com.

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"

"About this title" may belong to another edition of this title.

Other Popular Editions of the Same Title

9780814472569: The Real-Time Contact Center: Strategies, Tactics, and Technologies for Building a Profitable Service and Sales Operation

Featured Edition

ISBN 10:  0814472567 ISBN 13:  9780814472569
Publisher: AMACOM, 2005
Hardcover

Top Search Results from the AbeBooks Marketplace

International Edition
International Edition

1.

Fluss
ISBN 10: 0814414435 ISBN 13: 9780814414439
New Paperback Quantity Available: 1
International Edition
Seller:
Nick Book House
(Fresno, CA, U.S.A.)
Rating
[?]

Book Description Paperback. Condition: New. New, Softcover International Edition, Printed in Black and White, Different ISBN, Same Content As US edition, Book Cover may be Different, in English Language. Seller Inventory # 13637

More information about this seller | Contact this seller

Buy New
US$ 13.49
Convert currency

Add to Basket

Shipping: US$ 3.99
Within U.S.A.
Destination, rates & speeds

2.

Donna Fluss
Published by Amacom, United States (2008)
ISBN 10: 0814414435 ISBN 13: 9780814414439
New Paperback Quantity Available: 10
Seller:
Book Depository International
(London, United Kingdom)
Rating
[?]

Book Description Amacom, United States, 2008. Paperback. Condition: New. Special ed.. Language: English. Brand new Book. "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 centers. A real-time contact center provides an outstanding customer experience, enhances loyalty, increases sales, reduces expenses, and streamlines information flow between the center and the company at large -- all of which adds up to substantial bottom-line improvement. The Real-Time Contact Center is a practical guide to building a service infrastructure that will simultaneously exceed your customers' expectations, and build revenues. This timely book will help you: Establish the business case for transforming your contact center into a real-time profit center. * Sort through the technologies and systems that enable real-time contact centers, and learn the best ways to use them. * Build profitable relationships with sales and marketing. * Strengthen your self-service applications to improve their efficiency and to reduce dependence on service representatives, enabling significant cost reductions. * Hire, train, and motivate staff to keep your contact center at the top of its game. * Make smart, ethical decisions regarding offshore outsourcing. The book is packed with step-by-step implementation plans for migrating from your current model to the real-time contact center, and offers a complete package of winning strategies, practical guidelines, and best practices. Each chapter includes self-assessment checklists for use by all the crucial players in your contact environment. The Real-Time Contact Center analyzes the business trends that are driving change in the contact center market, and provides vendor names and a market overview of key call center technology, systems, and applications. The book also discusses how to optimize management and processes to ensure your people are well positioned to deliver extraordinary service with every interaction. Most importantly, The Real-Time Contact Center will show you how to make this crucial transformation without disrupting your current service initiatives. With the powerful tools and practical recommendations in this book, you will transfer quickly and seamlessly to a world-class contact center that's designed to generate substantial revenue, delight your customers, reduce expenses, and make your organization the envy of its industry.". Seller Inventory # AAV9780814414439

More information about this seller | Contact this seller

Buy New
US$ 19.92
Convert currency

Add to Basket

Shipping: FREE
From United Kingdom to U.S.A.
Destination, rates & speeds

3.

Donna Fluss
Published by Amacom (2008)
ISBN 10: 0814414435 ISBN 13: 9780814414439
New Paperback Quantity Available: 10
Print on Demand
Seller:
The Book Depository
(London, United Kingdom)
Rating
[?]

Book Description Amacom, 2008. Paperback. Condition: New. Language: English . Brand New Book ***** Print on Demand *****. 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 centers. A real-time contact center provides an outstanding customer experience, enhances loyalty, increases sales, reduces expenses, and streamlines information flow between the center and the company at large -- all of which adds up to substantial bottom-line improvement. The Real-Time Contact Center is a practical guide to building a service infrastructure that will simultaneously exceed your customers expectations, and build revenues. This timely book will help you: Establish the business case for transforming your contact center into a real-time profit center. * Sort through the technologies and systems that enable real-time contact centers, and learn the best ways to use them. * Build profitable relationships with sales and marketing. * Strengthen your self-service applications to improve their efficiency and to reduce dependence on service representatives, enabling significant cost reductions. * Hire, train, and motivate staff to keep your contact center at the top of its game. * Make smart, ethical decisions regarding offshore outsourcing. The book is packed with step-by-step implementation plans for migrating from your current model to the real-time contact center, and offers a complete package of winning strategies, practical guidelines, and best practices. Each chapter includes self-assessment checklists for use by all the crucial players in your contact environment. The Real-Time Contact Center analyzes the business trends that are driving change in the contact center market, and provides vendor names and a market overview of key call center technology, systems, and applications. The book also discusses how to optimize management and processes to ensure your people are well positioned to deliver extraordinary service with every interaction. Most importantly, The Real-Time Contact Center will show you how to make this crucial transformation without disrupting your current service initiatives. With the powerful tools and practical recommendations in this book, you will transfer quickly and seamlessly to a world-class contact center that s designed to generate substantial revenue, delight your customers, reduce expenses, and make your organization the envy of its industry. Seller Inventory # AAV9780814414439

More information about this seller | Contact this seller

Buy New
US$ 20.98
Convert currency

Add to Basket

Shipping: FREE
From United Kingdom to U.S.A.
Destination, rates & speeds

4.

Donna Fluss
Published by Amacom (2008)
ISBN 10: 0814414435 ISBN 13: 9780814414439
New Quantity Available: > 20
Print on Demand
Seller:
Pbshop
(Wood Dale, IL, U.S.A.)
Rating
[?]

Book Description Amacom, 2008. PAP. Condition: New. New Book. Shipped from US within 10 to 14 business days. THIS BOOK IS PRINTED ON DEMAND. Established seller since 2000. Seller Inventory # IQ-9780814414439

More information about this seller | Contact this seller

Buy New
US$ 19.20
Convert currency

Add to Basket

Shipping: US$ 3.99
Within U.S.A.
Destination, rates & speeds

5.

Fluss, Donna
Published by Amacom 8/26/2005 (2005)
ISBN 10: 0814414435 ISBN 13: 9780814414439
New Paperback or Softback Quantity Available: 10
Seller:
BargainBookStores
(Grand Rapids, MI, U.S.A.)
Rating
[?]

Book Description Amacom 8/26/2005, 2005. Paperback or Softback. Condition: New. The Real-Time Contact Center: Strategies, Tactics, and Technologies for Building a Profitable Service and Sales Operation. Book. Seller Inventory # BBS-9780814414439

More information about this seller | Contact this seller

Buy New
US$ 24.51
Convert currency

Add to Basket

Shipping: FREE
Within U.S.A.
Destination, rates & speeds

6.

FLUSS, Donna
Published by AMACOM (2018)
ISBN 10: 0814414435 ISBN 13: 9780814414439
New Paperback Quantity Available: > 20
Print on Demand
Seller:
Murray Media
(NORTH MIAMI BEACH, FL, U.S.A.)
Rating
[?]

Book Description AMACOM, 2018. Paperback. Condition: New. Never used! This item is printed on demand. Seller Inventory # 0814414435

More information about this seller | Contact this seller

Buy New
US$ 24.81
Convert currency

Add to Basket

Shipping: FREE
Within U.S.A.
Destination, rates & speeds

7.

Donna Fluss
Published by AMACOM
ISBN 10: 0814414435 ISBN 13: 9780814414439
New Paperback Quantity Available: > 20
Seller:
BuySomeBooks
(Las Vegas, NV, U.S.A.)
Rating
[?]

Book Description AMACOM. Paperback. Condition: New. 208 pages. Dimensions: 8.8in. x 5.9in. x 0.6in.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 centers. A real-time contact center provides an outstanding customer experience, enhances loyalty, increases sales, reduces expenses, and streamlines information flow between the center and the company at large -- all of which adds up to substantial bottom-line improvement. The Real-Time Contact Center is a practical guide to building a service infrastructure that will simultaneously exceed your customers expectations, and build revenues. This timely book will help you: Establish the business case for transforming your contact center into a real-time profit center. Sort through the technologies and systems that enable real-time contact centers, and learn the best ways to use them. Build profitable relationships with sales and marketing. Strengthen your self-service applications to improve their efficiency and to reduce dependence on service representatives, enabling significant cost reductions. Hire, train, and motivate staff to keep your contact center at the top of its game. Make smart, ethical decisions regarding offshore outsourcing. The book is packed with step-by-step implementation plans for migrating from your current model to the real-time contact center, and offers a complete package of winning strategies, practical guidelines, and best practices. Each chapter includes self-assessment checklists for use by all the crucial players in your contact environment. The Real-Time Contact Center analyzes the business trends that are driving change in the contact center market, and provides vendor names and a market overview of key call center technology, systems, and applications. The book also discusses how to optimize management and processes to ensure your people are well positioned to deliver extraordinary service with every interaction. Most importantly, The Real-Time Contact Center will show you how to make this crucial transformation without disrupting your current service initiatives. With the powerful tools and practical recommendations in this book, you will transfer quickly and seamlessly to a world-class contact center thats designed to generate substantial revenue, delight your customers, reduce expenses, and make your organization the envy of its industry. This item ships from multiple locations. Your book may arrive from Roseburg,OR, La Vergne,TN. Paperback. Seller Inventory # 9780814414439

More information about this seller | Contact this seller

Buy New
US$ 27.96
Convert currency

Add to Basket

Shipping: FREE
Within U.S.A.
Destination, rates & speeds

8.

Fluss, Donna
Published by Amacom (2005)
ISBN 10: 0814414435 ISBN 13: 9780814414439
New Quantity Available: > 20
Print on Demand
Seller:
Books2Anywhere
(Fairford, GLOS, United Kingdom)
Rating
[?]

Book Description Amacom, 2005. PAP. Condition: New. New Book. Delivered from our UK warehouse in 4 to 14 business days. THIS BOOK IS PRINTED ON DEMAND. Established seller since 2000. Seller Inventory # LQ-9780814414439

More information about this seller | Contact this seller

Buy New
US$ 17.20
Convert currency

Add to Basket

Shipping: US$ 11.87
From United Kingdom to U.S.A.
Destination, rates & speeds

9.

Donna Fluss
Published by Thomas Nelson (2008)
ISBN 10: 0814414435 ISBN 13: 9780814414439
New Softcover Quantity Available: 1
Print on Demand
Seller:
Rating
[?]

Book Description Thomas Nelson, 2008. Condition: New. This item is printed on demand for shipment within 3 working days. Seller Inventory # GM9780814414439

More information about this seller | Contact this seller

Buy New
US$ 25.86
Convert currency

Add to Basket

Shipping: US$ 3.46
From Germany to U.S.A.
Destination, rates & speeds

10.

Fluss, Donna
Published by AMACOM
ISBN 10: 0814414435 ISBN 13: 9780814414439
New PAPERBACK Quantity Available: > 20
Seller:
Russell Books
(Victoria, BC, Canada)
Rating
[?]

Book Description AMACOM. PAPERBACK. Condition: New. 0814414435 Special order direct from the distributor. Seller Inventory # ING9780814414439

More information about this seller | Contact this seller

Buy New
US$ 27.95
Convert currency

Add to Basket

Shipping: US$ 7.00
From Canada to U.S.A.
Destination, rates & speeds

There are more copies of this book

View all search results for this book