Crm In Real Time
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Customer Relationship Management
This title presents an holistic view of CRM, arguing that its essence concerns basic business strategy - developing and maintaining long-term, mutually beneficial relationships with strategically significant customers - rather than the operational tools which achieve these aims.
The Real-Time Contact Center
Companies looking for a competitive edge must convert their reactive, cost-laden contact programs into proactive, revenue-generating, "real-time" contact centres. Real-time is a big "buzzword" in the customer service field right now, and this book offers real, practical strategies for turning the call centre into a real-time operation that generates profits. These centres provide an outstanding customer experience, enhance loyalty, create new revenue, reduce expenses, and streamline the flow of information between the center and the rest of the company. "The Real-Time Contact Center" shows how to implement one.
Advances in Knowledge-based and Intelligent Information and Engineering Systems
In this 2012 edition of Advances in Knowledge-Based and Intelligent Information and Engineering Systems the latest innovations and advances in Intelligent Systems and related areas are presented by leading experts from all over the world. The 228 papers that are included cover a wide range of topics. One emphasis is on Information Processing, which has become a pervasive phenomenon in our civilization. While the majority of Information Processing is becoming intelligent in a very broad sense, major research in Semantics, Artificial Intelligence and Knowledge Engineering supports the domain specific applications that are becoming more and more present in our everyday living. Ontologies play a major role in the development of Knowledge Engineering in various domains, from Semantic Web down to the design of specific Decision Support Systems. Research on Ontologies and their applications is a highly active front of current Computational Intelligence science that is addressed here. Other subjects in this volume are modern Machine Learning, Lattice Computing and Mathematical Morphology.The wide scope and high quality of these contributions clearly show that knowledge engineering is a continuous living and evolving set of technologies aimed at improving the design and understanding of systems and their relations with humans.