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.