Call center technology demystified: the non nonsense guide to bridging customer contact technology, operations and strategy

Before you get started. FOUNDATIONS. Strategic context for your call center technology. Infrastructure changes force big architectural decisions. FUNDAMENTALS. Principles and enablers for routing and queuing. Call center matchmaking: routing callers to the right resource. Tools for measuring, managi...

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Détails bibliographiques
Auteur principal: Bocklund, Lori \ Bengtson, Dave
Format: Livre
Langue:Spanish
Publié: Colombia: Call Center Press 2003
Sujets:
CALL CENTER
MAY04
SERVICIO AL CLIENTE
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