Companies looking for a competitive edge must convert their reactive, cost-laden contact programs into proactive, revenue-generating, "real-time" contact centres. Real-time is a big "buzzword" in the customer service field right now, and this book offers real, practical strategies for turning the call centre into a real-time operation that generates profits. These centres provide an outstanding customer experience, enhance loyalty, create new revenue, reduce expenses, and streamline the flow of information between the center and the rest of the company. "The Real-Time Contact Center" shows how to implement one.

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zlib/Business & Economics/Sales & Marketing/Donna Fluss/The Real-Time Contact Center: Strategies, Tactics, and Technologies for Building a Profitable Service and Sales Operation_1080911.pdf

Alienated America Why Some Places Thrive While Others Collapse

Fluss, Donna

Presidents Association

AMACOM Books

1st ed., New York, NY, New York State, 2005

United States, United States of America

1st edition, 2005

August 30, 2005

New York, c2005

1, 20050826

до 2011-08

lg641844

{"isbns":["0814429084","0814472567","9780814429082","9780814472569"],"last_page":240,"publisher":"AMACOM"}

Includes bibliographical references and index.

Includes bibliographical references and index.
Electronic access restricted to subscribers.
Text (HTML/netLibrary eBook) and search engine.
Electronic data. Boulder, Colo. : NetLibrary, 2005.
Mode of access: Intranet.
System requirements for online version: netLibrary eBook Reader (for off-line reading) ; Windows 95/98/NT 4.0 or higher ; Pentium 100, 32 MB RAM, 20MB free disk space ; not available for WebTV, Macintosh, Unix or Linux.
Available for non-commercial, internal use by students, staff, and faculty for academic and research purposes only.

MiU

Contents......Page 6
Preface......Page 12
Acknowledgments......Page 16
Redefining the Contact Center’s Mission......Page 20
Reactive to Proactive: The Challenge of Transition......Page 21
Twelve Top Trends in Contact Centers......Page 22
Seizing Opportunities for Growth......Page 25
Contact Center Maturity Checklist......Page 26
What Is a Real-Time Contact Center?......Page 27
From Call Router to Service Provider: The Expanding Role of the Real-Time Contact Center......Page 28
Achieving Outstanding Service: Optimizing People, Process, and Technology......Page 34
Contact Center Cost Structure......Page 35
Added Value of the Real-Time Contact Center to Sales and Marketing......Page 36
Real-Time Contact Center Evaluation Checklist......Page 38
3 Contact Center Infrastructure......Page 40
The Changing Business Landscape Alters the Contact Center’s Mission......Page 41
Essential Components of Contact Center Infrastructure......Page 42
Role of Internet Protocol in Real-Time Contact Centers......Page 46
Acquiring Appropriate Contact Center Infrastructure......Page 49
Security and Backup......Page 54
Four Key Technology Factors to Consider Before Purchase......Page 55
Contact Center Infrastructure Best Practices Checklist......Page 59
Self-Service: From Cost-Saving Necessity to Customer Requirement......Page 61
Adapting Service to Changing Customer Behavior......Page 62
Speech Recognition Is Ready for Prime Time......Page 63
Benefits of Speech Recognition......Page 64
Speech Recognition Return on Investment......Page 68
Speech Recognition Costs......Page 70
Cost Savings of Speech Recognition......Page 71
Expanding Self-Service with Speech Recognition......Page 72
Speech Recognition Application Development Standards: Paving the Way for Future Growth......Page 73
The Speech Recognition Market......Page 75
Speech Recognition Implementation Checklist......Page 76
5 Designing, Building, and Maintaining a Vibrant E-Service Strategy......Page 77
Designing a Compelling Web-Based Self-Service Environment......Page 78
Standard E-Service Modules......Page 80
Selecting an E-Service Vendor......Page 82
E-Service Application Selection Guidelines......Page 84
E-Mail Customer Service......Page 87
Internet Security......Page 90
E-Service Best Practices Implementation Checklist......Page 91
6 The Strategic Role of Quality Management and Liability Recording......Page 93
The Financial Benefits of Quality Management......Page 94
Overview of Quality Management/Liability Recording Market......Page 96
Quality Management Product Capabilities......Page 97
Quality Management/Liability Recording Market......Page 99
Quality Management/Liability Recording Trends......Page 100
Quality Management Best Practices......Page 103
Quality Management Checklist......Page 106
What Is Contact Center Performance Management?......Page 108
Fundamental Functions of Performance Management......Page 110
The Benefits of Performance Management......Page 111
Building a Successful Performance Management Program......Page 112
Winning Organizational Support for Performance Management......Page 114
Performance Management Market......Page 116
Performance Management Readiness Checklist......Page 117
Optimize Staffing: Workforce Management Applications......Page 119
Surveying Software......Page 124
E-Learning: Computer-Based Training......Page 128
Implementing a Knowledge Management Program......Page 132
Cost-Justifying Contact Center Technology Investments......Page 137
Productivity and Quality Enhancement Systems Checklist......Page 139
Real-Time Analytics Defined......Page 141
Integrating Contact Centers into Corporate Strategy with Real-Time Analytics Applications......Page 143
Benefits of Real-Time Analytics......Page 145
How Real-Time Analytics Works......Page 147
Early Adopters Enjoy Great Results......Page 148
The Real-Time Analytics Market......Page 149
Real-Time Analytics Best Practices......Page 150
Real-Time Analytics Readiness Checklist......Page 151
Organizing and Staffing a Real-Time Contact Center......Page 152
Common Contact Center Job Descriptions......Page 154
Combating Agent Attrition: The Contact Center’s Role in Career Development......Page 155
Hiring Best Practices......Page 156
Training: Key Component of a Successful Contact Center......Page 157
Evaluating the Performance of Contact Center Agents......Page 159
Managing Agent Attrition......Page 162
Determining Optimum Staff Size and Site Location......Page 164
Contact Center Management Success Checklist......Page 165
11 Building and Managing Contact Centers......Page 167
The Pros and Cons of Different Acquisition Models......Page 168
Building an In-House Contact Center......Page 170
Determining if Outsourcing Is the Right Choice for You......Page 172
Hosted Solution: On-Demand Application Service Providers......Page 181
When to Use Consultants......Page 184
Building In-House Versus Outsourcing Checklist......Page 188
The Offshore Outsourcing Economics Argument......Page 190
Nonfinancial Site Selection Criteria......Page 192
Offshore Contact Center Models......Page 193
Contact Center Selection Process......Page 195
Service Level Agreements......Page 200
Contract Terms and Conditions......Page 203
Managing the Relationship......Page 204
Offshore Outsourcing Best Practices......Page 205
Offshore Outsourcing Market......Page 206
Offshore Outsourcing Checklist......Page 208
What Is World-Class Service?......Page 209
Role of Senior Management in Providing World-Class Service......Page 210
Best Practices for Building and Maintaining a World-Class Contact Center......Page 211
Building a Culture of Constant Change......Page 212
Migrating from a Call Center to a Cost-Oriented Contact Center......Page 215
Migrating from a Cost-Oriented to a Profit-Oriented Contact Center......Page 218
Migrating from a Profit-Oriented Contact Center to a Real-Time Engaged Contact Center......Page 222
World-Class Contact Center Checklist......Page 226
14 Maximizing the Benefits of the Real-Time Contact Center......Page 227
Technology: An Essential Enabler of Real-Time Contact Centers......Page 228
Contact Center Investments: The Return on Investment and Total Cost of Ownership......Page 229
Building a Real-Time Contact Center......Page 230
A Final Word......Page 231
H......Page 232
X......Page 233
C......Page 234
E......Page 236
O......Page 237
Q......Page 238
S......Page 239
W......Page 240

"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."

Transforming contact centers into real-time enterprises
The development of the real-time contact center
Contact center infrastructure
The power of speech recognition for self-service
Designing, building, and maintaining a vibrant eService strategy
Strategic role of quality management and liability recording
The role of performance management in real-time contact centers
Productivity and quality enhancement systems in real-time contact centers
Real-time analytics : conquering the unstructured data challenge
Contact center staffing and management
Building and managing contact centers
Navigating the offshore landscape
Creating a world-class real-time engaged contact center
Maximizing the benefits of the real-time contact center
A final word.

2011-08-31