Maximizing Call Center Performance: 136 Innovative Ideas for Increasing Productivity and Customer Satisfaction
Ron S. Kenett, Emanuel Baker
January 22, 1999
Using actual examples of software process improvement from the private sector and government, this work demonstrates how quality systems, measurement techniques and performance evaluations work. It presents a methodology for analyzing an ongoing software development process and establishing a...
George Zobrist, Kallol Bagchi, Kishor Trivedi
January 18, 1999
This text focuses on the major issues involved in computer design and architectures. Dealing primarily with systems and applications as related to advanced computer system design, it provides tutorials and surveys and relates new important research results. The intent is to provide a set of tools...
Jean J. Labrosse
January 12, 1999
- This second edition features revisions that support the latest version of the author's popular operating system and book, MicroC/OS-II - Complete and ready-to-use modules in C Get a clear explanation of functional code modules and microcontroller theory...
John E. Swanke
January 10, 1999
Extend and modify MFC code to meet your needs! Author John Swanke delivers studied examples to give you a jump-start on creating more sophisticated and powerful applications. Each example is fully annotated and ready to insert into the your application --...
Carl L. Pritchard
January 01, 1999
January 01, 1999
Ever wish you could find out how North America's biggest and most advanced call centers are really using call center technology? Want to know how successful call centers have solved the problems behind basic call center functions such as order handling, h...
December 30, 1998
This desk reference provides IT professionals in the securities industry with information about the latest technologies for improving efficiency and prediction.Topics include:modelingmanagement systemsresearchInternet commerceissues affecting all financial services sectors, such as the year 2000...
December 29, 1998
This desk reference for IT professionals in the banking industry provides information about the latest technologies to improve efficiency and security.Topics includeimagingelectronic exchangeInternet-based technologiesother automating systemsissues affecting all financial service sectors, such as...
December 29, 1998
Today, multimedia applications on the Internet are still in their infancy. They include personalized communications, such as Internet telephone and videophone, and interactive applications, such as video-on-demand, videoconferencing, distance learning, collaborative work, digital libraries, radio...
William S. Davis, David C. Yen
December 28, 1998
The Information System Consultant's Handbook familiarizes systems analysts, systems designers, and information systems consultants with underlying principles, specific documentation, and methodologies.Corresponding to the primary stages in the systems development life cycle, the book divides into...
Martin A. Krist
December 23, 1998
A Standard for Auditing Computer Applications is a dynamic new resource for evaluating all aspects of automated business systems and systems environments. At the heart of A Standard for Auditing Computer Applications system is a set of customizable workpapers that provide blow-by-blow coverage of...
Anderson Consulting, Craig Mindrum
December 18, 1998
From Federal Express's package tracking Website, to Amazon.com, netcentric computing has been evolving, slowly-but-surely, one solution at a time, since the early 1990s. Over the past year or so, the trickle has grown into a torrent of netcentric innovations of wider and wider scope, developed in...
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