000			a
999			_c16328 _d35653
003			SV-SsUGB
005			20240606095204.0
008			240522b es ||||| |||| 00| 0 spa d
020			_a9780985461133
037			_a117 _b000190
040			_aUGB _cUGB
041			_aeng
082			_222a. ed. _a427.02 _bC635
100			_aCleveland, Brad _932169
245			_aContact center management on fast forward : _bsucceeding in the new era of customer experience / _cBrad Cleveland
250			_a4a. ed.
260			_aColorado Spring : _bICMI, _c2019
300			_axvii, 494 p. : _bgráficos ; 23 cm.
500			_aIncluye acrónimos y abreviaciones pág. 453 Incluye glosario pág. 455 Incluye índice pág. 483
520			_aTHE NEW ERA OF CUSTOMER EXPERIENCE. New role, strategic opportunities; The blueprint-your customer Access strategy; Three driving forces in contact centers. RESOURCE PLANNING. Acquiring necessary data; Forecasting customer workload; Determining base staff and system resources. UNDERSTANDING CONTACT CENTER DYNAMICS. How contact centers behave; Communicating requirements to senior management; Real-time management. ELEVATING QUALITY AND PERFOMANCE. Establishing the right objectives and metrics; Boosting the contact center´s value; Improving individual performance. LEADERSHIP IN THE NEW ERA OF CUSTOMER EXPERIENCE. Enabling technologies, new possibilities; Building a customer-focused organization; Traits of the best-managed contact centers.
650			_aADMINISTRACIÓN DE EMPRESAS _9362
650			_aCONTACT CENTER _932263
942			_2ddc _cBK _e22a. ed.