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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Table of Contents

" Preface


1 Transforming Contact Centers into Real-Time Enterprises

Twelve Top Trends in Contact Centers

Seizing Opportunities for Growth

Contact Center Maturity Checklist

2 The Development of the Real-Time Contact Center

What Is a Real-Time Contact Center?

How the Real-Time Contact Center Impacts the Corporation From Call Router to Service Provider: The Expanding Role of the Real-Time Contact Center

Achieving Outstanding Service: Optimizing People, Process, and Technology

Contact Center Cost Structure

Contact Center Performance Management

Optimizing the Performance of Contact Center Agents

Added Value of the Real-Time Contact Center to Sales and Marketing

Real-Time Contact Center Evaluation Checklist

3Contact Center Infrastructure

The Changing Business Landscape Alters the Contact Center’s Mission

Essential Components of Contact Center Infrastructure

Operational Enhancements: Complementary Systems

Service Flexibility: Multi-Channel Support

Role of Internet Protocol in Real-Time Contact Centers

Acquiring Appropriate Contact Center Infrastructure

Contact Center Integration Requirements

Security and Back-Up

System and Application Requirements

Four Key Technology Factors to Consider Before Purchase

Contact Center Infrastructure Best Practices Checklist

4 The Power of Speech Recognition for Self-Service

Self-Service: From Cost-Saving Necessity to Customer Requirement

Adapting Service to Changing Customer Behavior

Speech Recognition Is Ready for Prime Time

Speech Recognition Return on Investment

Speech Recognition Costs

Expanding Self-Service with Speech Recognition

Speech Recognition Application Development Standards: Paving the Way for Future Growth

The Speech Recognition Market

Getting Started Self-Service: From Cost-Saving Necessity to Customer Requirement with Speech Recognition

Adapting Service to Changing Customer Behavior

Getting Started with Speech Recognition

Speech Recognition Implementation Checklist

5 Designing, Building, and Maintaining a Vibrant eService Strategy

Designing a Compelling Web-Based Self-Service Environment

Standard eService Modules

Selecting an eService Vendor

eService Application Selection Guidelines

Email Customer Service

Internet Security

eService Return on Investment

eService Best Practices Implementation Checklist

6 Strategic Role of Quality Management and Liability Recording

The Financial Benefits of Quality Management

Overview of Quality Management/Liability Recording Market

Quality Management Product Capabilities

Quality Management/Liability Recording Market

Quality Management/Liability Recording Trends

Quality Management Best Practices

Keeping Quality Management Procedures Relevant and Up-to-Date

7 The Role of Performance Management in Real-Time Contact Centers

What Is Contact Center Performance Management?

Fundamental Functions of Performance Management

The Benefits of Performance Management

Building a Successful Performance Management Program

Winning Organizational Support for Performance Management

Cross-Organizational Benefits

Performance Management Market

Performance Management Readiness Checklist

8 Productivity and Quality Enhancement Systems in Real-Time Contact Centers

Optimize Staffing: Workforce Management Applications

Surveying Software

eLearning: Computer-Based Training

Implementing a Knowledge Management Program

Cost-Justifying Contact Center Technology Investments

Productivity and Quality Enhancement Systems Checklist

9 Real-Time Analytics: Conquering the Unstructured Data Challenge

Real-Time Analytics Defined

Integrating Contact Centers into Corporate Strategy with Real-Time Analytics Applications

Benefits of Real-Time Analytics

How Real-Time Analytics Work

Early Adopters Enjoy Great Results

The Real-Time Analytics Market

Real-Time Analytics Best Practices

Real-Time Analytics Readiness Checklist

10 Contact Center Staffing and Management

Organizing and Staffing a Real-Time Contact Center

Common Contact Center Job Descriptions

Combating Agent Attrition: The Contact Center’s Role in Career Development

Hiring Best Practices

Training: Key Component of a Successful Contact Center

Evaluating the Performance of Contact Center Agents

Managing Agent Attrition

Universal Agents

Determining Optimum Staff Size and Site Location

Managing the Culture of Constant Improvement

Contact Center Management Success Checklist

11 Building and Managing Contact Centers

The Pros and Cons of Different Acquisition Models

Building an In-House Contact Center

Determining if Outsourcing Is the Right Choice for You

Hosted Solution: On Demand Application Service Providers

When to Use Consultants

Building In-House vs. Outsourcing Checklist

12 Navigating the Offshore Landscape

The Offshore Outsourcing Economics Argument

Non-Financial Site Selection Criteria

Offshore Contact Center Models

Contact Center Selection Process

Service Level Agreements

Contract Terms and Conditions

Managing the Relationship

Offshore Outsourcing Best Practices

Offshore Outsourcing Market

Offshore Outsourcing Checklist

13 Creating a World-Class Real-Time Engaged Contact Center

What Is World-Class Service?

Role of Senior Management in Providing World-Class Service

Building a Culture of Constant Change

Roadmap for Transforming Your Contact Center into a Strategic Player

Migrating from a Call Center to a Cost-Oriented Contact Center

World-Class Contact Center Checklist

14 Maximizing the Benefits of the Real-Time Contact Center

Real-Time Contact Centers: Revenue Generators and Competitive Necessity

Technology: An Essential Enabler of Real-Time Contact Centers

Contact Center Investments: The ROI and TCO

Do It Yourself, Hire Consultants, or Outsource?

Building a Real-Time Contact Center

A Final Word

Appendix: Offshore Outsourcing Project Plan



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