Ditemukan 1 dokumen yang sesuai dengan query
Fluss, Donna
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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 ...
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New York: American Management Association, 2005
e20441814
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