The Real-Time Contact Center

Strategies, Tactics, and Technologies for Building a Profitable Service and Sales Operation

The Real-Time Contact Center

Author: Donna Fluss
Pub Date: August 2005
Print Edition: $27.95
Print ISBN: 9780814414439
Page Count: 208
Format: Paper or Softback
e-Book ISBN: 9780814429082

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Advance Praise

"""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


""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"

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