Grig, Rufus,
Competitive contact in the future [electronic resource] / Shooting cows : received wisdom is not always wise Rufus Grig. - London : Henry Stewart Talks, 2009. - 1 online resource (1 streaming video file (56 min.) : color, sound). - Contact center management : how to succeed in today's dynamic environment, 2056-4570 . - Henry Stewart talks. Business & management collection. Contact center management. .
Animated audio-visual presentation with synchronized narration. Title from title frames.
Contents: What is changing and why -- From transaction to value -- Obsession with call duration -- SLAs and other targets -- Call routing -- Scripting -- Business trends -- Technology within the contact center -- Convergence -- Web 2.0.
Access restricted to subscribers.
Mode of access: World Wide Web.
2152 Henry Stewart Talks
Call center agents.
Call centers--Management.
Customer services--Management.
Competitive contact in the future [electronic resource] / Shooting cows : received wisdom is not always wise Rufus Grig. - London : Henry Stewart Talks, 2009. - 1 online resource (1 streaming video file (56 min.) : color, sound). - Contact center management : how to succeed in today's dynamic environment, 2056-4570 . - Henry Stewart talks. Business & management collection. Contact center management. .
Animated audio-visual presentation with synchronized narration. Title from title frames.
Contents: What is changing and why -- From transaction to value -- Obsession with call duration -- SLAs and other targets -- Call routing -- Scripting -- Business trends -- Technology within the contact center -- Convergence -- Web 2.0.
Access restricted to subscribers.
Mode of access: World Wide Web.
2152 Henry Stewart Talks
Call center agents.
Call centers--Management.
Customer services--Management.